At a Glance
- Tasks: Lead incident management and drive service improvements for critical applications.
- Company: Dynamic tech company based in Newcastle with a hybrid work model.
- Benefits: Full-time role with competitive salary and opportunities for professional growth.
- Other info: Join a collaborative team focused on continuous improvement and innovation.
- Why this job: Make a real impact by ensuring operational excellence and enhancing customer experience.
- Qualifications: Experience in service management and strong communication skills required.
The predicted salary is between 50000 - 65000 £ per year.
- Service Delivery Manager
- Employment Type Full-Time
Role Overview
We are seeking an experienced and proactive
Service Manager to oversee the performance, stability, and continuous improvement of business-critical applications and services within the Service Group.
The successful candidate will be responsible for ensuring effective incident and problem resolution, managing service performance against agreed SLAs, and acting as a key liaison between technical support teams, delivery teams, and client stakeholders.
The Service Manager will play a pivotal role in maintaining operational excellence, leading major incident management activities, driving service improvements, and ensuring a seamless transition of new services into production.
Key Responsibilities
- Service Operations & Incident Management
- Own and drive incident and problem management activities across the Service Group.
- Monitor service performance, application availability, and operational stability in production environments.
- Lead the resolution of Priority 1 (P1) and Priority 2 (P2) incidents, coordinating technical teams to restore services within SLA targets.
- Actively participate in and lead major incident bridge calls, providing timely updates to stakeholders and clients.
- Ensure production incidents are managed effectively and escalated appropriately based on business impact and priority.
- Service Performance & Reporting
- Track, analyse, and report on service performance metrics, trends, and KPIs.
- Produce weekly and monthly service reports, including Monthly Service Reviews (MSRs) for client presentation.
- Identify service risks and recommend actions to improve performance and reliability.
- Ensure compliance with contractual SLAs and operational objectives.
- Team Leadership & Stakeholder Management
- Coordinate and direct support teams to prioritise work effectively and address critical issues.
- Collaborate with technical, delivery, and business stakeholders to ensure alignment on service priorities.
- Build and maintain strong relationships with clients, providing clear communication on operational performance and ongoing initiatives.
- Deputise for the Service Lead when required.
- Continuous Service Improvement
- Identify opportunities to improve service quality, operational efficiency, monitoring, and alerting capabilities.
- Drive Continuous Service Improvement (CSI) initiatives to reduce incident volumes and improve customer experience.
- Support the implementation of process enhancements, automation, and best practice service management methodologies.
- Change & Transition Management
- Partner with delivery and project teams to understand upcoming releases and business changes.
- Support the successful transition of new services and applications into live operations.
- Ensure service readiness processes are followed and operational support requirements are clearly defined.
- Required Skills & Experience
- Proven experience in a Service Manager, IT Service Delivery Manager, Application Support Manager, or similar role.
- Strong understanding of ITIL Service Management principles and practices.
- Demonstrated experience managing major incidents, problem management, and service operations.
- Experience producing service performance reports, KPIs, and client-facing dashboards.
- Strong stakeholder management and communication skills with the ability to engage at all levels.
- Experience managing support teams and coordinating cross-functional technical resources.
- Ability to work effectively in high-pressure environments and make decisions during critical incidents.
- Knowledge of SLA management and operational governance.
- Preferred Qualifications
- ITIL Foundation or higher certification.
- Experience within enterprise application support environments.
- Familiarity with monitoring and observability tools such as Splunk, Dynatrace, App Dynamics, Solar Winds, or similar.
- Experience working within large-scale managed services or consulting environments.
- Key Competencies
- Leadership & Team Management
- Incident & Problem Management
- Client & Stakeholder Engagement
- Service Delivery Excellence
- Analytical & Data-Driven Decision Making
- Continuous Improvement Mindset
- Communication & Influencing Skills
- Risk & Escalation Management
IT Service Delivery Manager employer: Opus Recruitment Solutions Ltd
As a leading employer in the tech industry, we offer a dynamic work culture that fosters innovation and collaboration. Our remote position for a SC Cleared Product Manager provides flexibility while also encouraging professional growth through challenging projects and access to a network of experts. With competitive compensation and a commitment to employee development, we ensure that our team members thrive both personally and professionally.
Contact Details:
Opus Recruitment Solutions Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Delivery Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Opus Recruitment Solutions Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Opus Recruitment Solutions Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Opus Recruitment Solutions Ltd!
✨Direct Apply to Opus Recruitment Solutions Ltd
Let's not forget to apply directly through the Opus Recruitment Solutions Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Delivery Manager
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Opus Recruitment Solutions Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Opus Recruitment Solutions Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Opus Recruitment Solutions Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
