Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead managed service engagements and build strong client relationships.
- Company: Join a dynamic tech company focused on empowering people.
- Benefits: Flexible benefits, health plans, hybrid working, and training opportunities.
- Why this job: Make a real impact in service delivery while growing your career.
- Qualifications: Experience in service management and ITIL processes required.
- Other info: Enjoy a vibrant social calendar and opportunities for community involvement.
The predicted salary is between 36000 - 60000 £ per year.
Our Managed Service team operates services on behalf of clients, adopting and managing their existing IT landscape and supporting the adoption of modern platforms and ways of working. We are dedicated to empowering brilliant people to do amazing things. Our client-centric approach calls for innovative people, with a passion for continual improvement to join our expanding Service Management Capability and Managed service team to support our continued growth.
Our Service Delivery Managers will:
- Lead one or more managed service engagements for BJSS clients.
- Build strong client relationships which fosters a partnering approach to Service Delivery.
- Manage the day-to-day operation and support of one or more BJSS clients using ITIL processes e.g. Incident, Request fulfilment, Problem, Access Management, Event, Change Management, Release Management, both from our BJSS offices and at Client sites, as required.
- Ensure client reported issues are logged and maintained in the service management toolset, but also resolved in line with our documented Service Levels.
- Attain the required knowledge of the client, platform, and application to provide the support required.
- Know when to escalate issues that require additional attention.
- Lead the creation of ITIL aligned processes and procedures and transition of these into Live Operation.
- Work closely with the technical support teams such as platform engineers and developers, providing 2nd and 3rd line support to clients, for their platforms and applications.
- Continually assess the suitability of processes and procedures and recommend/implement change as appropriate, to ensure efficiency and appropriateness.
- Operate in Agile working environments with varying Agile practices.
- Support cloud environments in AWS and Azure.
About You
Alongside a wealth of Service Desk Management experience within an Application Support environment and experience of managing hosting suppliers, we would also look for:
- Demonstrable experience of managing 2nd and 3rd line support services.
- Experience of supporting cloud environments.
- Experience of Service Design and Service Transition.
- ITIL certifications with strong ITIL knowledge, and specific demonstrable experience across all the ITIL processes (e.g. Incident, Problem, Change and Capacity reporting).
- Experience of several distinct implementations.
- A solid experience and understanding of the management of commercial contracts.
- ISO9001/ISO27001 experience & knowledge.
- Experience of mapping, documenting and implementing business processes and ensuring continuous improvement thereof.
- A solid understanding of software development methodologies, Project Management techniques and Agile practices.
- A pragmatic approach to respond flexibly to customer needs while maintaining a solid service management structure.
- Technical knowledge and experience with IT infrastructure and software.
- A passion for Service Management, focus on continual improvement and enthusiasm to learn.
- A flexible ‘can do’ attitude.
- Strong communication/presenting ability.
Some of the Perks
- Flexible benefits allowance – you choose how to spend your allowance (additional pension contributions, healthcare, dental and more).
- Industry leading health and wellbeing plan - we partner with several wellbeing support functions to cater to each individual's need, including 24/7 GP services, mental health support, and other Life Assurance (4 x annual salary).
- 25 days annual leave plus bank holidays.
- Hybrid working - Our roles are not fully remote as we take pride in the tight knit communities we have created at our local offices. But we offer plenty of flexibility and you can split your time between the office, client site and WFH.
- Discounts – we have preferred rates from dozens of retail, lifestyle, and utility brands.
- An industry-leading referral scheme with no limits on the number of referrals.
- Flexible holiday buy/sell option.
- Electric vehicle scheme.
- Training opportunities and incentives – we support professional certifications across engineering and non-engineering roles, including unlimited access to O’Reilly.
- Giving back – the ability to get involved nationally and regionally with partnerships to get people from diverse backgrounds into tech.
- You will become part of a squad with people from different areas within the business who will help you grow at BJSS.
- We have a busy social calendar that you can choose to join– quarterly town halls/squad nights out/weekends away with families included/office get togethers.
- GymFlex gym membership programme.
Service Delivery Manager in Newcastle upon Tyne employer: BJSS
Contact Detail:
BJSS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Service Delivery Manager role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience with ITIL processes and cloud environments. Share specific examples of how you've improved service delivery in past roles.
✨Tip Number 3
Be proactive! If you see a company you're keen on, don’t wait for them to post a job. Reach out directly and express your interest in working with them. A little initiative can go a long way in making a great impression.
✨Tip Number 4
Keep learning! Stay updated on the latest trends in service management and cloud technologies. Consider picking up additional certifications or attending workshops. This not only boosts your CV but also shows your passion for continual improvement.
We think you need these skills to ace Service Delivery Manager in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Delivery Manager role. Highlight your experience with ITIL processes and cloud environments, as these are key to what we’re looking for.
Showcase Your Client Relationships: We love seeing examples of how you've built strong client relationships in the past. Share specific instances where you’ve fostered a partnering approach to service delivery – it’ll really make your application stand out!
Demonstrate Continuous Improvement: Talk about your passion for continual improvement! We want to know how you’ve assessed and improved processes in previous roles. This shows us you’re aligned with our values at StudySmarter.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at BJSS
✨Know Your ITIL Inside Out
Since the role heavily relies on ITIL processes, make sure you brush up on your ITIL knowledge. Be ready to discuss specific experiences where you've successfully implemented ITIL practices like Incident or Change Management. This will show that you not only understand the theory but can apply it in real-world scenarios.
✨Showcase Your Client Relationship Skills
The job is all about building strong client relationships, so prepare examples of how you've fostered partnerships in previous roles. Think about times when you went above and beyond to meet a client's needs or resolved conflicts effectively. This will demonstrate your client-centric approach.
✨Demonstrate Your Agile Experience
With Agile practices being a key part of the role, be ready to share your experiences working in Agile environments. Discuss specific projects where you adapted to changing requirements and how you collaborated with cross-functional teams. This will highlight your flexibility and teamwork skills.
✨Prepare for Technical Questions
Given the technical nature of the role, expect questions about cloud environments like AWS and Azure, as well as your experience with 2nd and 3rd line support. Brush up on relevant technical knowledge and be prepared to discuss how you've tackled technical challenges in the past.
