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For Companies At a Glance
- Tasks: Lead and improve IT service delivery while developing technical teams.
- Company: Dynamic tech company focused on operational excellence and customer satisfaction.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Join a collaborative environment with a focus on continuous improvement.
- Why this job: Make a real impact in service delivery and enhance customer experiences.
- Qualifications: Experience in service delivery management and strong leadership skills.
The predicted salary is between 50000 - 55000 £ per year.
An experienced Service Delivery Manager is required to lead and continuously improve managed IT service delivery. The role is responsible for ensuring consistent, high-quality customer outcomes while leading and developing technical teams. A key focus is embedding structured service management practices aligned with ISO/IEC 20000-1 to drive continual improvement and operational excellence.
Key Responsibilities
- People Leadership - Lead and develop Service Desk and engineering teams; conduct performance reviews, 1:1s, and development planning; manage workload, wellbeing, and team capacity; set clear behavioural and performance expectations.
- Service Delivery - Own day-to-day service delivery across managed services; ensure effective management of incidents, requests, problems, and changes; maintain performance against SLAs and service targets; drive consistency and reduce operational inefficiencies.
- Customer Experience - Own customer service experience, including escalations; work with stakeholders to align delivery with expectations; lead service reviews and track improvement actions; act as escalation point for service issues.
- Service Management (ISO/IEC 20000-1) - Maintain and improve ISO-aligned service management practices; ensure effective use of the Service Management System (SMS); apply policies and processes in a practical, consistent way; support audits and continual improvement initiatives.
- Continuous Improvement - Identify and deliver service improvement initiatives; use data and feedback to inform decisions; collaborate with internal teams on service transitions and changes.
- Information Security - Adhere to information security policies and ISO-aligned controls; protect customer data and report risks or incidents.
Required Experience
- Experience as a Service Delivery Manager in an MSP or IT services environment.
- Strong team leadership and development experience.
- Practical experience with ISO/IEC 20000-1 aligned service management.
- Strong understanding of ITSM processes (incident, problem, change, request).
- Experience managing SLAs, reporting, and service performance.
- Strong stakeholder and customer management skills.
- Ability to handle escalations and complex service issues.
- Balance of operational delivery and strategic improvement.
Desirable
- ITIL certification or equivalent experience.
- Experience supporting ISO audits.
Attributes
- Strong people leadership and communication skills.
- Customer-focused and accountable.
- Calm under pressure with sound decision-making.
- Organised, pragmatic, and adaptable.
- Continuous improvement mindset.
Locations
Senior Service Delivery Manager - Permanent in Hampshire, Waterlooville employer: Digital Waffle
Contact Detail:
Digital Waffle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Delivery Manager - Permanent in Hampshire, Waterlooville
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even reach out on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service delivery approach and think about how your experience aligns with their needs. This will help you stand out and show that you're genuinely interested in the role.
✨Tip Number 3
Practice your answers to common interview questions, especially those related to service management and team leadership. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the position. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Senior Service Delivery Manager - Permanent in Hampshire, Waterlooville
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Service Delivery Manager role. Highlight your experience in managing IT service delivery and leading teams, as well as any relevant ISO/IEC 20000-1 practices you've implemented.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for this role. Share specific examples of how you've improved service delivery and customer experience in your previous roles. We love a good story!
Showcase Your Leadership Skills: Since people leadership is key for this position, make sure to emphasise your experience in conducting performance reviews and managing team wellbeing. We want to see how you’ve developed your teams in the past!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Digital Waffle
✨Know Your Service Delivery Inside Out
Make sure you brush up on your knowledge of service delivery management, especially in relation to ISO/IEC 20000-1. Be ready to discuss how you've implemented structured service management practices in the past and how they led to operational excellence.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading and developing teams. Think about specific situations where you conducted performance reviews or managed team capacity, and be ready to share how you set clear expectations for your team.
✨Customer Experience is Key
Be prepared to talk about how you've improved customer service experiences in previous roles. Have a few examples ready where you successfully handled escalations or aligned service delivery with stakeholder expectations.
✨Continuous Improvement Mindset
Demonstrate your commitment to continuous improvement by discussing initiatives you've led or contributed to. Use data and feedback to back up your points, showing how you've collaborated with teams to enhance service delivery.