At a Glance
- Tasks: Lead service delivery strategy and drive operational excellence in a dynamic tech environment.
- Company: iamproperty, a creative and diverse team transforming the property industry.
- Benefits: Wellbeing allowance, remote work options, and flexible leave schemes.
- Other info: Join a supportive team committed to inclusivity and personal development.
- Why this job: Make a real impact in a fast-paced tech role with growth opportunities.
- Qualifications: 5+ years in service management and strong leadership skills required.
The predicted salary is between 50000 - 60000 £ per year.
Location: Newcastle upon Tyne, Tyne and Wear, United Kingdom
We founded iamproperty to do the things no one else was doing, but we’ve grown because we have the best people. It’s our team who drive our success and help make our culture unique, creative, and filled with personality. With over half our staff working remotely, location is not an issue either. Hiring people from all over the country has enabled us to broaden our reach, further adding to our diverse mix of teammates. We currently have over 750 talented members of staff who share one vision, working together to transform the property industry and help our partner agents succeed!
From CRM and auction to compliance, onboarding and conveyancing, our solutions work behind the scenes to give agents choice and control. We’re already working with over 6,000 UK estate agency branches to accelerate their success today, with a market‑leading ecosystem of solutions that ensures they have everything they need to manage their business, team and clients.
What can we offer you?
- Private Counselling with a weekly confidential helpline available
- £150 Wellbeing Allowance per year
- Working elsewhere policy (4 weeks per year)
- Buy and sell annual leave scheme (up to 3 days per year)
What will you be doing as Service Delivery Manager?
As Service Delivery Manager, you will be responsible for defining and delivering the Service Delivery strategy, governance framework and service maturity roadmap across the Group's technology estate. Working closely with technology leaders, operational teams and business stakeholders, you’ll drive service excellence, operational resilience and continuous improvement, ensuring technology services remain scalable, effective and aligned to business objectives.
What you’ll be doing:
- Defining and delivering the Service Delivery strategy, operating model and service maturity roadmap across the organisation.
- Leading and developing the Service team, providing direction, coaching and support to build a high‑performing function.
- Establishing and maintaining service governance frameworks, operational standards, controls and best practices.
- Developing KPI frameworks, service scorecards and executive‑level reporting to provide visibility of service performance.
- Driving continuous improvement initiatives focused on service maturity, operational efficiency, scalability and customer experience.
- Providing strategic oversight of service operations, ensuring effective controls, escalation processes and service standards are in place.
- Owning major incident governance, operational escalation processes and post‑incident review activities.
- Leading the digitalisation and automation of Service Operations through self‑service capabilities, workflow optimisation and AI‑enabled solutions.
- Evolving change management and CAB processes to improve service stability and reduce operational risk.
- Working closely with Infrastructure, Security, Engineering, Product and wider technology teams to support effective service delivery.
- Managing relationships with third‑party suppliers and technology partners to ensure service expectations are met.
- Supporting organisational change, business growth and future scalability through robust service planning and governance.
This role will be onsite at our Gosforth office 5 days per week.
What we’re looking for:
- A minimum of five years’ experience within Service Management, IT Operations, Service Delivery or technology leadership roles.
- Strong knowledge of IT Service Management frameworks, particularly ITIL, alongside operational governance and service delivery best practice.
- Proven experience defining and implementing service strategies, operational improvements and service maturity programmes.
- Experience managing service governance, SLAs, KPIs, operational reporting and performance frameworks.
- Strong understanding of enterprise technology environments, cloud services and end‑user support functions.
- Experience managing major incidents, operational escalations and service continuity activities.
- Excellent stakeholder management and communication skills, with the ability to engage both technical and non‑technical audiences.
- Strong leadership skills with experience developing, mentoring and supporting teams.
- Excellent analytical, organisational and problem‑solving abilities.
- Experience operating within fast‑paced and evolving technology environments.
- A customer‑focused mindset with a passion for service excellence and continuous improvement.
We encourage people of all backgrounds, identities and abilities to apply. We are committed to creating an accessible and inclusive experience for all candidates — if you need any reasonable adjustments to support your application or interview process, just let us know how we can help.
Service Delivery Manager employer: iamproperty Group
At iamproperty, we pride ourselves on being an exceptional employer, fostering a unique and creative work culture that thrives on diversity and collaboration. With a strong focus on employee wellbeing, including a generous wellbeing allowance and flexible working options, we empower our team to grow and excel in their roles. Our commitment to innovation and service excellence ensures that as a Service Delivery Manager, you will play a pivotal role in shaping the future of the property industry while enjoying a supportive environment in our vibrant Newcastle upon Tyne office.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at iamproperty Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like iamproperty Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to iamproperty Group:Your cover letter is your chance to shine! Tell us why you want to work at iamproperty Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at iamproperty Group!
How to prepare for a job interview at iamproperty Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
