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For Companies At a Glance
- Tasks: Lead IT service operations and ensure high-quality customer support.
- Company: Dynamic tech company with a focus on service excellence.
- Benefits: 28 days holiday, private healthcare, training opportunities, and hybrid working.
- Other info: Join a supportive team culture with great career growth potential.
- Why this job: Make a real impact by improving service delivery and customer experience.
- Qualifications: Experience in service delivery management and strong leadership skills.
The predicted salary is between 48000 - 55000 £ per year.
Location: Hybrid – Waterlooville (3 Days per week in office)
Salary: £48,000 - £55,000
Role Overview
We are looking for an experienced Service Delivery Manager to lead IT service operations and ensure customers receive a reliable, high-quality support experience. You will manage Service Desk and Engineering teams, improve service performance, and drive continuous improvement across all IT service delivery functions. This is a leadership role focused on people, process, and customer experience—bringing structure, consistency, and calm control to service operations.
Key Responsibilities
- Team Leadership
- Lead and develop Service Desk and Engineering teams
- Build a high-performance, accountable, and supportive team culture
- Run 1:1s, performance reviews, and development plans
- Manage workload, wellbeing, and team capacity
- Set clear expectations for service quality and behaviour
- Service Delivery & Operations
- Own end-to-end service delivery performance
- Manage incident, request, problem, and change processes
- Ensure SLA and service targets are consistently met
- Reduce service disruption and improve stability
- Drive operational efficiency and service improvements
- Customer Experience & Escalations
- Act as senior escalation point for service issues
- Ensure clear and timely communication during incidents
- Run service reviews with customers and track actions
- Align service delivery with customer expectations
- Service Management & ISO Alignment
- Maintain ISO/IEC 20000-1 aligned service processes
- Ensure ITSM processes are followed and continuously improved
- Support audits and governance activities
- Embed service excellence into daily operations
- Continuous Improvement
- Identify and deliver service improvement initiatives
- Use data and feedback to improve performance
- Collaborate across technical and operational teams
- Improve service quality, efficiency, and user experience
Experience Required
- Experience as a Service Delivery Manager (or similar) in an MSP / IT services environment
- Strong leadership of technical teams
- Good knowledge of ITSM processes (Incident, Problem, Change, Request)
- Experience managing SLAs and service performance reporting
- Familiar with ISO/IEC 20000-1 or structured service frameworks
- Strong communication and stakeholder management skills
- Confident handling escalations and service issues
Desirable
- ITIL certification (or equivalent experience)
- Experience supporting ISO audits
- Exposure to customer success or account/service management roles
Personal Attributes
- Strong people-first leadership style
- Calm and resilient under pressure
- Clear communicator (technical and non-technical audiences)
- Customer-focused and accountable
- Collaborative and approachable
- Naturally improvement-driven and solutions-focused
Benefits
- 28 days holiday (including bank holidays) + extra service days
- Pension scheme
- Private healthcare
- Life assurance
- Training & development opportunities
- Employee assistance programme
- Volunteer days
- Hybrid working (3 office / 2 remote)
- On-site parking
- Casual Fridays + free breakfast & social perks
Locations
Service Delivery Manager in Hampshire, Waterlooville employer: Digital Waffle
Contact Detail:
Digital Waffle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in Hampshire, Waterlooville
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with professionals on platforms like LinkedIn. We can’t stress enough how personal connections can lead to job opportunities.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to service delivery management. We recommend role-playing with a friend or using mock interview tools to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you’ve led teams, improved service delivery, or handled escalations. We want to see your people-first approach in action!
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can leave a lasting impression. We believe it shows your enthusiasm and professionalism, which are key traits for a Service Delivery Manager.
We think you need these skills to ace Service Delivery Manager in Hampshire, Waterlooville
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Service Delivery Manager role. Highlight your experience in leading teams, managing service delivery, and improving customer experiences. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your leadership style fits with our people-first approach. Keep it engaging and personal—let your personality come through!
Showcase Relevant Experience: When detailing your experience, focus on specific achievements that demonstrate your ability to manage SLAs, improve service performance, and lead technical teams. We love numbers, so if you can quantify your successes, even better!
Apply Through Our Website: We encourage you to apply directly 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—just follow the prompts and submit your materials!
How to prepare for a job interview at Digital Waffle
✨Know Your Service Delivery Inside Out
Make sure you understand the key responsibilities of a Service Delivery Manager. Brush up on ITSM processes like Incident, Problem, Change, and Request management. Being able to discuss these confidently will show that you're ready to take charge of service delivery performance.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past. Think about specific situations where you built a high-performance culture or managed workload effectively. This role is all about people, so demonstrating your leadership style will be crucial.
✨Be Ready for Customer Experience Questions
Expect questions about handling escalations and ensuring customer satisfaction. Have some stories ready that highlight your communication skills and how you've aligned service delivery with customer expectations. This will show that you’re customer-focused and accountable.
✨Highlight Continuous Improvement Initiatives
Think of instances where you've identified and implemented service improvements. Be prepared to discuss how you used data and feedback to enhance service quality and efficiency. This will demonstrate your improvement-driven mindset, which is key for this role.