At a Glance
- Tasks: Lead IT service delivery and support for clients in a dynamic SaaS environment.
- Company: Innovative tech company based in Norwich with a focus on client satisfaction.
- Benefits: Flexible working, competitive salary, and opportunities for professional growth.
- Other info: Join a collaborative team with exciting career development opportunities.
- Why this job: Make a real impact by enhancing client experiences and driving service improvements.
- Qualifications: Experience in service delivery management and strong people leadership skills.
The predicted salary is between 50000 - 60000 £ per year.
We are seeking an experienced and technically credible IT Service Delivery Manager to lead the delivery of support and managed services for our clients. This role is responsible for end-to-end service performance, operational leadership, client satisfaction, and continual service improvement. You will act as the primary operational contact for assigned clients while leading and developing the Support team to deliver exceptional service outcomes. The successful candidate will combine strong people leadership skills with a solid technical understanding, enabling effective collaboration with engineering teams and the ability to translate technical delivery into meaningful client outcomes.
Key Responsibilities
- Service Performance & Operations
- Own day-to-day service performance across incident, problem, and change management
- Monitor SLA/XLA adherence and drive continuous service improvement
- Analyse service metrics to identify trends, risks, and improvement opportunities
- Ensure operational processes are clearly defined and consistently followed
- Oversee onboarding of new clients, services, and platforms
- Deliver accurate operational reporting to internal stakeholders
- Client & Stakeholder Management
- Act as the primary Service Delivery lead for assigned client accounts
- Build strong, trusted relationships with client stakeholders
- Lead operational and business service review meetings
- Manage client expectations across service scope and delivery standards
- Identify opportunities to enhance client experience and support account growth
- Leadership & People Management
- Provide direct line management for members of the Support team
- Set objectives aligned to KPIs, XLAs, and business goals
- Conduct regular one-to-ones, performance reviews, and development planning
- Support team growth through coaching, training, and succession planning
- Continual Improvement
- Drive improvements based on client feedback, service data, and incident reviews
- Improve first-time fix rates and reduce repeat incidents
- Ensure operational documentation and runbooks remain current and audit-ready
- Explore opportunities to embed AI and automation to improve efficiency and innovation
- Risk, Governance & Escalation
- Own operational risk identification and mitigation
- Lead major incident escalation management and service recovery activities
- Support compliance with governance, security, and regulatory requirements
- Collaboration & Internal Leadership
- Work closely with Sales, Client Services, and Account Management teams
- Contribute operational insight into service design and process improvements
- Partner closely with senior engineers and technical leads to maintain alignment and credibility across teams
Skills & Experience
- Proven experience in a Service Delivery, Service Operations, or Service Management leadership role
- Strong people management and team development experience
- Excellent client-facing communication and stakeholder management skills
- Strong technical understanding of IT service environments
- Experience working closely with engineering or technical delivery teams
- Good understanding of ITIL-aligned service management practices
- Ability to interpret service data and drive improvement initiatives
- Proactive, solutions-focused mindset with a commitment to operational excellence
IT Service Delivery Manager in Norwich employer: Atkinson Moss
Join a forward-thinking SaaS business in Norwich, where we prioritise employee growth and development within a collaborative work culture. As an IT Service Delivery Manager, you will benefit from flexible working arrangements, a strong focus on continual improvement, and the opportunity to lead a dedicated support team while enhancing client satisfaction. Our commitment to innovation and operational excellence ensures that you will thrive in a dynamic environment that values your contributions and fosters professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Delivery Manager in Norwich
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local tech meetups, or join online forums. The more people you know, the better your chances of landing that IT Service Delivery Manager role.
✨Tip Number 2
Prepare for interviews by researching the company and its services. Understand their client base and think about how your experience aligns with their needs. This will help you stand out as a candidate who truly gets what they do.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you've managed teams and improved service delivery in past roles. This is key for an IT Service Delivery Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re always on the lookout for talented individuals to join our team.
We think you need these skills to ace IT Service Delivery Manager in Norwich
Some tips for your application 🫡
Read the Job Description Thoroughly:Before you start writing your application, make sure to read through the entire job description. This will help us understand what we're looking for and tailor your application to highlight your relevant experience.
Showcase Your Experience:When detailing your experience, focus on your previous roles in service delivery or management. We want to see how your skills align with our needs, so be specific about your achievements and how they relate to the responsibilities listed.
Tailor Your CV and Cover Letter:Don’t just send a generic CV! Customise your CV and cover letter to reflect the key skills and experiences mentioned in the job description. This shows us that you’re genuinely interested in the role and have put in the effort.
Apply Through Our Website:Once you're happy with your application, make sure to hit the apply button on our website. It’s the easiest way for us to receive your application and ensures it gets to the right people quickly!
How to prepare for a job interview at Atkinson Moss
✨Know Your Stuff
Make sure you brush up on your technical knowledge related to IT service delivery. Understand the key concepts of incident, problem, and change management, as well as ITIL practices. This will help you speak confidently about how you can drive service performance and improvements.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing teams and developing talent. Think about specific situations where you've successfully led a team through challenges or improved client satisfaction. This will demonstrate your capability to lead the Support team effectively.
✨Client-Centric Mindset
Be ready to discuss how you've built strong relationships with clients in the past. Share stories that illustrate your ability to manage expectations and enhance client experiences. This will show that you understand the importance of client satisfaction in service delivery.
✨Data-Driven Approach
Familiarise yourself with how to analyse service metrics and identify trends. Be prepared to talk about how you've used data to drive improvements in service delivery. This will highlight your proactive mindset and commitment to operational excellence.
