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Service Delivery Manager
Location: Leeds City Centre (Hybrid - 3 days per week onsite)
Salary: Up to £50,000 + benefits
Why Apply?
Are you an experienced Service Delivery Manager, Operations Manager or Team Leader looking for an opportunity to drive service excellence within a fast-paced technology environment?
We're looking for a Service Delivery Manager to lead high-performing support teams, improve service performance, and ensure customers receive an exceptional level of service. You'll play a key role in managing operational delivery, driving continuous improvement, and working closely with stakeholders across the business to deliver measurable results.
This is an excellent opportunity to join a well-established organisation where you'll have the autonomy to influence service strategy, improve operational processes, and make a genuine impact on both customer experience and business performance.
Responsibilities
- Lead, coach and develop service and support teams.
- Manage incidents, service requests and problem management activities against agreed service levels.
- Monitor service performance using KPIs, metrics and management information.
- Take ownership of major incidents and escalations through to resolution.
- Drive continual service improvement initiatives and operational efficiencies.
- Manage change activities and service transitions.
- Build strong relationships with internal stakeholders and business leaders.
- Identify trends, recurring issues and root causes to improve service delivery.
- Ensure effective resource and capacity planning across the service function.
- Champion a customer-focused culture across the team.
Requirements
- Proven experience in a Service Delivery Manager, Operations Manager or similar leadership role.
- Strong people management and coaching experience.
- Excellent incident and escalation management skills.
- Experience managing performance through KPIs, SLAs and operational reporting.
- Strong stakeholder management and communication skills.
- Analytical mindset with excellent problem-solving abilities.
- Ability to prioritise effectively and perform well in a fast-paced environment.
- Customer-focused approach with a passion for delivering exceptional service.
Desirable Skills
- Experience within an IT, technology or service management environment.
- Knowledge of service management best practice frameworks such as ITIL.
- Experience delivering process improvement and automation initiatives.
- Supplier and third-party management experience. xgikmsk
- Change and service transition management exposure.
What's in it for me?
Service Delivery Manager in Maidstone employer: Fruition Group
As a leading financial technology organisation, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to thrive. With competitive salaries and flexible working arrangements, including 2-3 days onsite in London, we offer exceptional growth opportunities through engaging projects in capital markets and cutting-edge technologies. Join us to be part of a team that values your expertise and encourages you to make a meaningful impact in the financial services sector.
