Find a job 
Featured Companies 
Featured Universities 
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 working model, and opportunities for professional growth.
- Other info: Join a supportive team with a focus on continuous improvement and innovation.
- Why this job: Make a real impact in IT service management 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 (Working from home) 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 (Working from home) in Hampshire, Waterlooville
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or industry events. We all know that sometimes it’s not just what you know, but who you know that can get you in the door.
✨Tip Number 2
Prepare for those interviews by researching the company and its culture. We want you to show them you’re not just a fit for the role, but for the team too. Tailor your answers to reflect their values and mission!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. We can’t stress enough how important it is to be comfortable talking about your experience and how it aligns with the job.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Senior Service Delivery Manager (Working from home) in Hampshire, Waterlooville
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Senior Service Delivery Manager. Highlight your experience in IT service delivery, team leadership, and any ISO/IEC 20000-1 practices you've implemented. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about service delivery and how you can contribute to our team's success. Be sure to mention specific examples from your past that demonstrate your capabilities.
Showcase Your Achievements: When detailing your experience, focus on achievements rather than just responsibilities. Use metrics where possible to show how you've improved service delivery or customer satisfaction in previous roles. Numbers speak volumes!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Digital Waffle
✨Know Your Stuff
Make sure you’re well-versed in ISO/IEC 20000-1 and ITSM processes. Brush up on your knowledge of service delivery management, especially in an MSP or IT services environment. Being able to discuss specific examples from your experience will show that you’re not just familiar with the concepts but have actually applied them.
✨Showcase Your Leadership Skills
Prepare to talk about your experience leading teams. Think of specific instances where you’ve conducted performance reviews or managed team capacity. Highlight how you’ve developed your team members and improved their wellbeing, as this role is all about people leadership.
✨Customer Experience is Key
Be ready to discuss how you’ve handled customer escalations and improved service experiences in the past. Share examples of how you’ve aligned service delivery with customer expectations and what actions you took to track improvement. This will demonstrate your customer-focused mindset.
✨Continuous Improvement Mindset
Think of examples where you’ve identified service improvement initiatives based on data and feedback. Discuss how you collaborated with internal teams for service transitions and changes. Showing that you have a proactive approach to continuous improvement will resonate well with the interviewers.