Service Delivery Manager

Department: IT

Employment Type: Permanent - Full Time

Location: Bristol

Compensation: £50,000 - £60,000 / year

Description

Position: Service Delivery Manager

Location: Bristol Support Office; with occasional travel to our London office, and practice visits across the business

Reporting to: Head of IT

Dental Beauty Partners are a fast-growing, multi-site dental group with more than 60 practices and a strong reliance on clinical, operational and cloud-based systems. The Service Delivery Manager will ensure IT services support day-to-day practice operations, patient-facing activity, acquisitions, integrations and central support functions. This role will require flexibility, occasional out-of-hours support, participation in major incident management and travel to practices where required.

The Service Delivery Manager is responsible for ensuring the effective delivery, governance and continual improvement of IT, systems and technology services across Dental Beauty Partners. The role acts as the operational link between Dental Beauty, its practices, the internal Systems team and key third-party suppliers, ensuring that colleagues and practices receive a reliable, responsive and well-managed service.

Key Responsibilities

• Manage the day-to-day performance of IT service delivery across Dental Beauty practices, support office teams and remote users, ensuring services are aligned to business needs and patient-facing operations
• Act as the primary operational interface between Dental Beauty and managed service providers, including Global 4, Logic Consulting, Conscia SOC and other technology partners
• Own and continually improve Incident, Request, Change, Problem, Escalation and Major Incident processes
• Ensure suppliers meet contractual obligations, SLA targets, onboarding commitments, documentation standards and service review requirements
• Coordinate major incidents affecting practices, clinical systems, telephony, internet connectivity, Microsoft 365, security services or digital imaging, ensuring clear communication, escalation and post-incident review
• Lead regular service review meetings, using reporting and trend analysis to drive service improvement and hold internal and external teams accountable
• Champion service quality in projects, acquisitions, refurbishments and practice integrations, ensuring transition into support is planned, documented and controlled.

Systems and Services Covered

• Microsoft 365 services including Exchange, Teams, SharePoint, OneDrive, Entra ID, Conditional Access, MFA and licensing
• Endpoint management and security including Microsoft Intune, Autopilot, Windows devices, mobile devices, BitLocker, patching, endpoint compliance and approved device builds
• Core practice systems including Dentally, Dentally Bridge, clinical imaging workflows, OPG/CBCT, iTero, Trios, CEREC and related third-party support pathways
• Networking, internet and telephony services including practice connectivity, Wi-Fi, VLANs, firewalls, VoiceStack, call routing and Total Loss of Service escalation
• Business applications and supplier-managed platforms including Sage Intacct, P2D, Caragon, Work Digital, Exclaimer, DocuSign, Xibo digital signage, Barracuda, Cortex XDR and other approved third-party services
• ServiceDesk Plus On-Demand and associated service management capabilities, including ITSM workflow

Service Management Processes

• Ensure all incidents, service requests, changes and problems are accurately recorded, prioritised, assigned and managed through the approved service management tool
• Define and maintain clear triage rules for Critical, High, Medium and Low-priority issues, with particular focus on clinical, security, connectivity and patient-impacting incidents
• Manage escalation pathways for suppliers, clinical system vendors, telecoms providers and internal stakeholders
• Maintain service documentation, runbooks, knowledge articles, asset information, site records, supplier contacts and operational handover materials
• Support joiner, mover and leaver processes, new hardware requests, mobile phone requests, licensing changes, email signatures, practice access and SharePoint permissions
• Identify recurring issues, weak processes, supplier gaps and training needs, then produce service improvement plans with clear owners and due dates.

Skills, Knowledge and Expertise

Essential Experience

• Experience managing IT service delivery in a multi-site, service-led organisation
• Experience of insourcing IT from MSP
• Strong knowledge of ITIL-aligned incident, request, change, problem and major incident processes
• Experience managing third-party suppliers, SLAs, service reviews and improvement plans
• Experience supporting Microsoft 365, Entra ID, SharePoint, Teams, endpoint management and user access services
• Ability to communicate effectively with operational, clinical and senior stakeholders

Desirable Experience

• Experience in healthcare, dental, regulated or multi-practice environments
• Experience with Dentally, clinical imaging systems, ServiceDesk Plus, Intune, Cortex XDR, Barracuda or telecoms providers.

Qualifications

• ITIL Practitioner / Managing Professional, PRINCE2, Agile or project management qualification is highly desirable
• Microsoft 365, security, endpoint management or cyber security certification

Benefits

• A highly competitive salary circa for the successful candidate, negotiable depending upon your level of experience
• A generous benefits package including, private medical insurance, life assurance (after 2 years service), enhanced maternity leave & discounted dental treatment
• Opportunities for development & progression within a growing business who have doubled in size in the last two years
• Lots of fun events & company socials alongside our support centre team