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- Tasks: Lead service delivery, enhance customer experience, and drive continuous improvement.
- Company: Delt Shared Services is dedicated to 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: Join a purpose-driven team where your contributions are valued and recognised.
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 want to know about the total package we offer, please see our future employee page here https://deltservices.com/careers/
If you’re ready to lead with confidence, influence meaningful change, and be part of something bigger, we’d love to hear from you.
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 and their approach to service delivery. Understanding their values and how they prioritise customer experience will help you align your responses during interviews and discussions.
✨Tip Number 2
Network with current or former employees of Delt to gain insights into the company culture and expectations for the Service Delivery Lead role. This can provide you with valuable information that can set you apart from other candidates.
✨Tip Number 3
Prepare specific examples of how you've successfully managed service delivery issues in the past. Highlight your problem-solving skills and ability to drive continuous improvement, as these are key aspects of the role.
✨Tip Number 4
Demonstrate your leadership style and how you build relationships with stakeholders. Be ready to discuss how you influence and engage others, as this is crucial for a Service Delivery Lead at Delt.
We think you need these skills to ace Service Delivery Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service delivery management. Focus on your achievements in building relationships, driving improvements, and leading teams, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your strategic approach to service delivery. Use specific examples from your past roles to demonstrate how you have successfully managed service delivery and improved customer experiences.
Highlight Relevant Skills: Emphasise skills that align with the job description, such as relationship-building, problem-solving, and commercial awareness. Mention your familiarity with ITIL v4 Foundation or your willingness to obtain it, as this is a requirement for the position.
Showcase Your Leadership Experience: Since the role requires a confident leader, provide examples of how you've led teams or projects in the past. Discuss your approach to influencing stakeholders and driving change within an organisation.
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, resolved conflicts, and driven service improvements in previous roles.
✨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 had to manage escalations or implement service improvements, and be prepared to discuss the outcomes.
✨Demonstrate Commercial Awareness
Highlight your understanding of how service delivery impacts broader business outcomes. Be prepared to discuss how you can align service strategies with the company's objectives and contribute to its growth.
