Service Delivery Manager

We have an exciting opportunity for an experienced IT Service Delivery Manager to join our Managed IT Team at Commercial. In this role you will successfully provide business-critical IT support to organisations within a formal ITIL and best-practice framework, measured through SLAs, KPIs, user experience benchmarking, and satisfaction surveys to ensure that the highest quality standards are achieved. You will also be responsible for leading a team of experienced Network Managers across a range of Managed Service sites. The role will involve travel to client's sites in the south of the UK, as well as frequent travel to our office in Cheltenham, Gloucestershire. As such the ideal candidate will be based in a commutable distance of Cheltenham.

Responsibilities

• Work to ITIL alignment, ensuring SLAs and all contractual obligations are met across a range of client contracts.
• Drive continuous improvement across service management processes and tools to enhance performance and user experience.
• Build and maintain trusted client relationships with key stakeholders.
• Manage and schedule resources across all Managed Service customers to maintain service quality.
• Create, develop, and present client documentation, including service reports, contracts, risk registers, service improvement plans, and service investment plans.
• Conduct face-to-face service review meetings with service sponsors and stakeholders.
• Review Disaster Recovery and Business Continuity provision to ensure such services are fit for purpose.
• Lead the recruitment, line management, and development of technical staff, including performance reviews and training.
• Provide an escalation point for incidents, change, and problem management.
• Review incidents and service requests to ensure quality standards are consistently met.

Qualifications / Requirements

• You will have proven experience in proactive IT service management and delivery.
• A strong understanding of IT infrastructure, Microsoft 365, Azure, cloud solutions, virtualisation, security, and BCDR technologies.
• You will be skilled in defining services, setting clear metrics, and aligning contracts with business objectives.
• Commercial awareness with the ability to align service performance with client and contractual goals.
• Experience delivering or supporting complex IT projects across enterprise environments.
• Proactive and self-motivated, with strong leadership and cross-team collaboration skills.
• Excellent at building lasting relationships with internal and external stakeholders.
• Effective workload management and task prioritisation.
• Solid grasp of IT support services and how they deliver business value.
• Ability to analyse service data and provide actionable insights.
• Exceptional communication skills, with the ability to influence senior stakeholders and build trust at all levels.

Benefits

• A base salary of up to £50,000 per annum.
• An annual bonus scheme of £5,000, paid quarterly upon successful achievement of KPIs.
• Hybrid working structure with the flexibility to work from home for part of the week.
• Company car.
• A generous holiday allowance of 25 days plus bank holidays, which increases with length of service.
• An enhanced family leave package to support you and your growing family.
• Life Assurance, offering peace of mind with cover equivalent to four times your salary.
• Access to health & wellbeing support - including 24/7 GP access, physiotherapy, and a confidential Employee Assistance Programme.
• Free mortgage advice from leading broker Charles Cameron & Associates, available to you, your family, and friends.
• Inclusive employee networking groups, with dedicated menopause and neurodiversity champions.
• The Comm-Unity - employee representatives from across the business who give team members a voice and share ideas and feedback with the board each quarter.
• Feel-good extras - including volunteering days, onsite parking at all four of our offices, free refreshments, an employee community platform to stay connected to like-minded colleagues, weekly company-wide Learning Days - a chance to share ideas, gain fresh insights, and explore a wide range of topics together, cycle-to-work and EV schemes, flexible working options, and much more!