Service Delivery Manager in Newcastle upon Tyne

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 helping 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? We’re proud to offer a benefits package that supports our team in work and life:

• Enhanced flexibility and working from anywhere
• Your birthday off
• Annual wellbeing allowance
• 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.

Next Steps: We would love to hear from you if you are interested in this opportunity! Once you have clicked apply and submitted your application, if successful, a member of the Recruitment team will be in touch to chat more! 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!

Thank you for the initial interest in joining iamproperty and we wish you luck moving forward in your application process!