At a Glance
- Tasks: Lead service delivery strategy and drive operational excellence across technology services.
- Company: Dynamic tech company focused on innovation and service improvement.
- Benefits: Private healthcare, wellbeing allowance, flexible working, and annual leave options.
- Other info: Onsite role in Gosforth with a commitment to inclusivity and support for all candidates.
- Why this job: Make a real impact in a fast-paced environment while developing your leadership skills.
- Qualifications: 5+ years in service management with strong ITIL knowledge and leadership experience.
The predicted salary is between 60000 - 75000 £ per year.
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 will be doing as Service Delivery Manager:
- 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.
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 in Newcastle upon Tyne employer: iamproperty
As a Service Delivery Manager at our Gosforth office, you will thrive in a dynamic work culture that prioritises service excellence and continuous improvement. We offer a range of benefits including private healthcare, a wellbeing allowance, and flexible leave options, all designed to support your personal and professional growth. Join us to be part of a collaborative team that values innovation and empowers you to make a meaningful impact within the technology landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with professionals on platforms like LinkedIn. We can’t stress enough how personal connections can open doors that applications alone can’t.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service delivery strategies and think about how your experience aligns with their goals. We want you to shine, so practice common interview questions and have your own ready to ask!
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, focus on specific achievements that demonstrate your ability to drive service excellence and operational improvements. We love hearing about your successes!
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can leave a lasting impression. It shows your enthusiasm for the role and keeps you on their radar. And remember, apply through our website for the best chance at landing that Service Delivery Manager position!
We think you need these skills to ace Service Delivery Manager in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in Service Management and IT Operations. We want to see how your skills align with our needs, so don’t be shy about showcasing your relevant achievements!
Showcase Your Leadership Skills:As a Service Delivery Manager, strong leadership is key. Use your application to demonstrate how you've led teams and driven service excellence in the past. We love seeing examples of how you’ve developed others and improved service delivery.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us quickly see why you’re a great fit for the role!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at iamproperty
✨Know Your Service Delivery Strategy
Before the interview, make sure you understand the key components of a successful service delivery strategy. Be ready to discuss how you would define and implement such a strategy in line with the company's objectives. This shows that you’re not just familiar with the role but also have a vision for it.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past, particularly in high-pressure situations. Highlight your experience in coaching and developing team members, as this is crucial for the Service Delivery Manager role. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Understand ITIL and Governance Frameworks
Brush up on ITIL principles and any relevant governance frameworks. Be prepared to discuss how you've applied these in previous roles, especially in managing SLAs and KPIs. This will demonstrate your technical knowledge and ability to maintain operational standards.
✨Engage with Stakeholders
Think about how you’ve managed relationships with both technical and non-technical stakeholders. Prepare to share specific instances where your communication skills made a difference in service delivery. This will show your ability to bridge gaps and ensure everyone is aligned towards common goals.
