At a Glance
- Tasks: Manage customer relationships and ensure smooth service delivery in a dynamic IT environment.
- Company: Growing software consultancy with a focus on delivery excellence.
- Benefits: Competitive salary, benefits package, and opportunities for professional growth.
- Other info: Join a supportive team and thrive in a fast-paced, rewarding atmosphere.
- Why this job: Be the key link between customers and support teams, making a real impact.
- Qualifications: Experience in service delivery or account management within IT; strong communication skills.
The predicted salary is between 45000 - 55000 £ per year.
We are working with a growing Software consultancy. They have a new requirement for an IT Service Delivery Manager. In this exciting role, you will own the customer relationship once a service has gone live and moved into business-as-usual (BAU). You sit between the support team and each customer's lead contact with a focus on making sure delivery stays on track, problems get resolved, and customers always know where they stand. This is a key requirement with a focus on delivery excellence.
Responsibilities include:
- Own SLA performance across all supported services, tracking compliance and driving corrective action when targets are at risk.
- Produce and present monthly service reports, translating support data into a clear, evidenced narrative for each customer.
- Plan, chair and follow up on regular service review meetings, ensuring actions are tracked to closure.
- Own the change management process for in-life services: logging, assessing impact, coordinating approval and scheduling with the technical team.
- Own the problem management process: identifying root causes of recurring incidents, tracking problem records, and reporting resolution progress.
- Act as the primary relationship owner for each customer's lead contact once a service transitions into BAU.
- Maintain accurate service documentation, including SLAs, contact registers, and reporting packs, ready for audit or renewal discussions.
The Person:
- Experience in a service delivery, account management, or customer success role within an IT, managed services, or technical environment.
- A confident, personable manner — genuinely warm with customers, and able to build trust and rapport quickly.
- Comfortable owning difficult conversations: managing an SLA breach, an unhappy customer, or an overdue action without letting the relationship suffer.
- Good working knowledge of SLA, change management, and problem management processes (ITIL exposure is a plus, not a requirement).
- Strong reporting skills — able to turn raw support data into something a customer stakeholder finds clear and credible.
- Organised and self-directed, comfortable managing multiple customer accounts in parallel.
Desirable Skills and Experience:
- Experience working with public sector customers or contracts with formal KPI/governance requirements.
- Experience working closely with a support/service desk team, even without formal line-management responsibility.
- Familiarity with a service desk or ITSM tool (e.g. Jira Service Management, Freshservice, ServiceNow).
IT Service Delivery Manager in Holywood employer: Exact IT Resources
Exact IT Resources is an excellent employer for Microsoft Consultants, offering a dynamic and supportive work culture in Belfast. With a competitive salary and strong benefits package, employees are encouraged to take ownership of their projects while collaborating in small teams on complex solutions. The hybrid working model and opportunities for continuous professional development make it an attractive place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Delivery Manager in Holywood
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Exact IT Resources values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Exact IT Resources might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Exact IT Resources!
✨Direct Apply to Exact IT Resources
Let's not forget to apply directly through the Exact IT Resources website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Delivery Manager in Holywood
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Exact IT Resources.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Exact IT Resources. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Exact IT Resources
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
