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- Tasks: Lead service delivery, enhance customer experience, and drive continuous improvement.
- Company: Join Delt Shared Services, a leader in delivering exceptional service excellence.
- Benefits: Enjoy flexible hybrid working, generous holiday allowance, and a supportive culture.
- Why this job: Make a real impact while building relationships and supporting digital transformation.
- Qualifications: Experience in service delivery, strong leadership skills, and ITIL v4 Foundation preferred.
- Other info: Opportunities for training and personal growth in a dynamic environment.
The predicted salary is between 45000 - 50000 £ per year.
Full Time – 37 hours per week
Salary: £45,000 - £50,000 p.a. [DOE] plus performance bonus
Location: Plymouth (Hybrid – up to 3 days onsite per week)
Are you a confident, experienced SDM with a passion for delivering outstanding customer service and driving real impact? Do you thrive on building strong relationships, supporting high-performing teams, and making a strategic difference? If so, this could be the next exciting step in your career.
At Delt Shared Services, we don’t just talk about service excellence - we deliver it. As a Lead Service Delivery Manager, you will play a pivotal role in shaping the customer experience across our organisation, ensuring the highest standards of service delivery while aligning with both our clients' needs and Delt’s strategic goals.
About the Role
You’ll own the customer experience from end to end; championing customer needs, responding to feedback, and proactively identifying opportunities for improvement. Acting as the primary escalation point for service-related matters, you’ll work closely with stakeholders at every level to ensure delivery is not just maintained, but continuously enhanced.
This role is about more than just maintaining service levels. It’s about building trust, adding value, and working collaboratively to support digital transformation and growth across our customer base.
Key Responsibilities
- Develop strategic account plans aligned with both customer outcomes and Delt’s business objectives.
- Maintain strong, collaborative relationships with senior stakeholders across multiple organisations.
- Own and drive continuous service improvement plans based on customer feedback and operational insights.
- Act as the escalation point for service delivery issues and ensure timely resolution.
- Provide insight-driven reporting, lead service reviews, and support budgeting and forecasting.
- Represent Delt at strategic meetings and ensure our brand promise is delivered at every touchpoint.
What We’re Looking For
- A confident leader with extensive service delivery experience – ideally in a senior SDM or equivalent role.
- Proven ability to work strategically while staying grounded in operational excellence.
- A natural relationship-builder, able to influence and engage stakeholders at all levels.
- Strong commercial awareness and the ability to align service delivery with broader business outcomes.
- Skilled in planning, communication, and problem-solving; we are looking for someone who brings energy, structure, and accountability.
- ITIL v4 Foundation (or a willingness to achieve this with our support).
- A full UK driving licence.
Why Join Us?
At Delt, people matter - both our team and the communities we serve. You’ll be part of a purpose-driven organisation, where your work makes a visible difference. In return, we offer a supportive culture, flexible hybrid working, and opportunities to grow your skills in a dynamic environment where ideas are welcomed, and impact is recognised.
Benefits include:
- Generous holiday allowance of 25 days plus bank holidays
- Up to 12 flex leave days a year
- Matched contribution pension scheme up to 10% of salary
- Life assurance scheme
- Opportunities to buy and sell leave
- Employee shopping savings portal
- Opportunities for training to be funded by Delt
- EV salary sacrifice
- Employee assistance programme supporting mental and physical wellbeing
If you’re ready to lead with confidence, influence meaningful change, and be part of something bigger, we’d love to hear from you.
Locations
Service Delivery Lead employer: Delt Shared Services Ltd
Contact Detail:
Delt Shared Services Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Lead
✨Tip Number 1
Familiarise yourself with Delt Shared Services' mission and values. Understanding their commitment to service excellence will help you align your approach during interviews, showcasing how your experience and vision fit with their goals.
✨Tip Number 2
Prepare specific examples of how you've successfully managed service delivery in previous roles. Highlight instances where you've improved customer satisfaction or resolved complex issues, as these will demonstrate your capability to excel in this position.
✨Tip Number 3
Network with current or former employees of Delt Shared Services on platforms like LinkedIn. Gaining insights into the company culture and expectations can give you an edge in understanding what they value in a Service Delivery Lead.
✨Tip Number 4
Stay updated on industry trends and best practices in service delivery management. Being knowledgeable about the latest developments will not only impress during interviews but also show your commitment to continuous improvement and strategic thinking.
We think you need these skills to ace Service Delivery Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in service delivery management. Focus on specific achievements that demonstrate your ability to lead teams, improve customer satisfaction, and drive strategic initiatives.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your leadership skills. Use examples from your past roles to illustrate how you have successfully managed service delivery and built strong relationships with stakeholders.
Highlight Relevant Qualifications: If you have an ITIL v4 Foundation certification or are willing to obtain it, mention this prominently. Also, include any other relevant qualifications or training that align with the job requirements.
Showcase Problem-Solving Skills: In your application, provide examples of how you've tackled service delivery issues in the past. Highlight your problem-solving abilities and how they contributed to continuous improvement in service delivery.
How to prepare for a job interview at Delt Shared Services Ltd
✨Showcase Your Leadership Skills
As a Service Delivery Lead, you'll need to demonstrate your leadership capabilities. Prepare examples of how you've successfully led teams in the past, focusing on your ability to build trust and drive performance.
✨Understand the Company’s Values
Familiarise yourself with Delt Shared Services' mission and values. Be ready to discuss how your personal values align with theirs and how you can contribute to their goal of delivering outstanding customer service.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle service delivery issues. Think of specific scenarios where you've resolved conflicts or improved service delivery, and be prepared to share these stories.
✨Highlight Your Strategic Thinking
The role requires a strategic mindset. Be prepared to discuss how you've developed account plans or driven continuous improvement initiatives in previous roles, showcasing your ability to align service delivery with business objectives.
