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Recruitment Business Partner @ Delt Shared Services Ltd | Inclusive Mindset
Lead Service Delivery Manager
Full Time – 37 hours per week
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
- 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.
Seniority level
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Seniority level
Associate
Employment type
-
Employment type
Full-time
Job function
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Job function
Information Technology and Customer Service
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Industries
IT Services and IT Consulting
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Service Delivery Lead in Plymouth employer: Delt Shared Services Ltd
Delt is an exceptional employer, offering a dynamic and inclusive work environment in Weston-Super-Mare, where you can make a real impact in the field of cyber security. With a strong focus on employee growth, generous benefits including a matched pension scheme and flexible leave, and a commitment to supporting the community, Delt provides a meaningful career path for those looking to thrive in a purpose-driven team. Join us to be part of a workplace that values trust, innovation, and the well-being of its employees.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Lead in Plymouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Delt Shared Services Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Delt Shared Services Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Delt Shared Services Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Delt Shared Services Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Delt Shared Services Ltd!
How to prepare for a job interview at Delt Shared Services Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
