At a Glance
- Tasks: Manage incident service delivery and ensure timely resolution of issues.
- Company: Dynamic company focused on delivering high-quality services.
- Benefits: 26 days leave, pension contributions, life assurance, and flexible perks.
- Other info: Opportunities for career growth and a supportive work environment.
- Why this job: Join a collaborative team and drive continual service improvement.
- Qualifications: Experience in service delivery management and strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
Location: Bracknell with some additional travel
12 Months Fixed Term Contract
As an Incident Service Delivery Manager you will play a pivotal role in the day-to-day management of all aspects of the service delivery with a focus on incident management. You will manage elements of service delivery to lower and middle management level within the customer(s) in order to deliver contracted service commitments to SLA and to budget. Undertake and support the management of incident and major incident investigations and attending technical bridges. You will produce monthly reports on incidents and ensure reviews are undertaken alongside this conduct trend analysis, preparing business cases, attending Customer meetings and reducing aged tickets. The monthly reports are used to support the production of the monthly service performance reports.
The Incident Service Delivery Manager will require the processing and coordination of appropriate and timely responses to incident reports, including channeling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.
We are looking for a candidate who drives a culture of continual service improvement and inputs to the Service Improvement Plan in order to maintain and improve the service and levels of customer satisfaction and improve the end-to-end incident management process. Our team prides itself on strong collaboration, clear communication and a commitment to delivering secure, reliable and high‑quality services.
Your Transferable Skills and Experience
- Strong understanding of Service Delivery Management standards and processes, particularly across incident, problem, and change management
- The ability to convey complex technical information clearly to both technical and non‑technical audiences.
- Proactive self-starter who takes ownership of tasks and outcomes.
- Highly organised, with strong planning abilities and the capacity to prioritise workloads and meet deadlines.
- Skilled in report writing, data interpretation, and analytical review.
- Good awareness of financial management principles.
- Applies a structured, analytical approach to problem-solving.
- Experience managing service delivery performance against SLAs, KPIs, and customer satisfaction metrics.
- Skilled in managing escalations, resolving complex issues, and driving continual service improvement initiatives.
Your benefits:
- 26 Days annual leave plus public holidays (3 flexible)
- Pension – Double matching contributions of up to 10%
- Life assurance
- Companywide incentive plans
- Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)
- Perks at work – employee discounts
- Employee assistance programme/ virtual GP
- GymPass (Wellhub) – Access to a range of free and paid options for fitness and wellbeing
- Private medical
- company car or car allowance
We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role.
Incident Service Delivery Manager (FTC) in Bracknell employer: Fujitsu Limited
As an Incident Service Delivery Manager at our Bracknell location, you will thrive in a dynamic work culture that prioritises collaboration and clear communication. We offer a comprehensive benefits package, including generous annual leave, double matching pension contributions, and access to wellness programmes, ensuring that our employees are well-supported both professionally and personally. With a strong focus on continual service improvement and employee growth opportunities, we are committed to fostering an environment where you can make a meaningful impact while advancing your career.
