At a Glance
- Tasks: Lead and improve IT service delivery while developing technical teams.
- Company: Dynamic tech company focused on high-quality customer outcomes.
- 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 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 - 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.
Service Delivery Manager employer: Digital Waffle
As a Service Delivery Manager at our Waterlooville location, you will thrive in a dynamic hybrid work environment that promotes both professional growth and a strong team culture. We prioritise employee development through regular performance reviews and tailored training opportunities, ensuring you have the resources to excel in your role while contributing to high-quality customer outcomes. Join us to be part of a forward-thinking organisation that values innovation, collaboration, and continuous improvement in IT service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Delivery Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to service delivery and team leadership. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your achievements! When you get the chance to chat with potential employers, highlight specific examples of how you've improved service delivery or led teams to success. We want to see those results!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience in IT service management and leadership, and don’t forget to mention any relevant ISO/IEC 20000-1 experience. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've led teams and improved service delivery in the past. We love a good story that showcases your skills!
Showcase Your Customer Focus:In your application, emphasise your customer management skills. Talk about how you've handled escalations and improved customer experiences. We’re all about delivering high-quality outcomes, so let us know how you’ve done this in your previous roles!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and keep track of it. Plus, you’ll get to see more about what we do at StudySmarter while you’re at it!
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 improved customer outcomes.
✨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 explain how you set clear expectations for your team.
✨Demonstrate Customer-Centric Thinking
Be prepared to talk about how you've enhanced customer experiences in previous roles. Share instances where you handled escalations or aligned service delivery with stakeholder expectations, showcasing your ability to balance operational delivery with customer satisfaction.
✨Emphasise Continuous Improvement
Think of examples where you've identified and delivered service improvement initiatives. Discuss how you used data and feedback to inform decisions and how you collaborated with internal teams on transitions and changes, highlighting your continuous improvement mindset.
