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 leave options, and supportive work culture.
- Other info: Onsite role in Gosforth with a commitment to inclusivity and diversity.
- Why this job: Make a real impact by enhancing service delivery and driving continuous improvement.
- Qualifications: 5+ years in Service Management with strong leadership and communication skills.
The predicted salary is between 55000 - 65000 £ 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.
Equal Opportunity: 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
As a Service Delivery Manager at our Gosforth office, you will thrive in a supportive and inclusive work culture that prioritises employee wellbeing and professional growth. With benefits like a private healthcare plan, a generous wellbeing allowance, and flexible leave options, we empower our team to achieve a healthy work-life balance while driving service excellence and innovation in technology. Join us to be part of a dynamic environment where your contributions directly impact our operational success and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Network Like a Pro
Get out there and connect with people in the industry! Attend events, join online forums, or even hit up LinkedIn. The more you engage with others, the better your chances of hearing about job openings before they’re even advertised.
✨Show Off Your Skills
When you get the chance to chat with potential employers, don’t hold back! Share specific examples of how you've driven service excellence and operational improvements in your past roles. This is your time to shine and show them what you can bring to the table.
✨Tailor Your Approach
Every company is different, so make sure you tailor your conversations to align with their values and goals. Research their service delivery strategies and mention how your experience fits into their vision. It shows you’re genuinely interested and have done your homework!
✨Apply Through Our Website
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team and ready to contribute to our service delivery success.
We think you need these skills to ace Service Delivery Manager
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. Share specific examples that illustrate your ability to mentor and support others.
Highlight Continuous Improvement Initiatives:We love candidates who are passionate about continuous improvement! Be sure to mention any initiatives you've led or contributed to that enhanced service delivery or operational efficiency. This shows us you're proactive and results-driven.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we 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. Familiarise yourself with ITIL frameworks and be ready to discuss how you've implemented similar strategies in your past roles.
✨Showcase Your Leadership Skills
As a Service Delivery Manager, you'll need to lead teams effectively. Prepare examples of how you've developed and supported high-performing teams in the past. Highlight your coaching techniques and how you've driven continuous improvement.
✨Master Stakeholder Management
Communication is key! Be prepared to discuss how you've engaged with both technical and non-technical stakeholders. Think of specific instances where your communication skills made a difference in service delivery or incident management.
✨Demonstrate Your Problem-Solving Abilities
Expect questions about how you've handled major incidents or operational escalations. Prepare to share detailed examples that showcase your analytical skills and how you approach problem-solving in fast-paced environments.
