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- Tasks: Lead and improve live service delivery while managing support teams and customer relationships.
- Company: Join TBA Group, a dynamic part of a multinational company.
- Benefits: Permanent role with opportunities for growth and international travel.
- Other info: Flexible role with hands-on leadership and excellent career development.
- Why this job: Make a real impact on service standards and customer experience.
- Qualifications: Experience in service delivery management and strong leadership skills.
The predicted salary is between 45000 - 55000 £ per year.
TBA Group is part of a multi-national group of companies and promotes a creative and dynamic work environment. We are looking to recruit a Service Delivery Manager on a permanent basis in Doncaster.
We’re looking for an experienced Service Delivery Manager to take ownership of live services following go-live and play a key role in strengthening and improving our service function. This role is responsible for service performance, customer relationships, and the leadership of our 1st and 2nd line support teams. You’ll work closely with customers, Business Analysts, Project Managers, and internal stakeholders to ensure services are stable, well-managed, and continuously improving. This is a hands-on leadership role. You’ll need to stay close to operational delivery while also driving improvements in service standards, processes, reporting, and overall customer experience. The role also requires flexibility, including acting as an out-of-hours escalation point for critical customer issues and international travel for face-to-face customer meetings and service reviews.
Key Responsibilities- Own live service delivery post go-live, ensuring services remain stable, supported, and continuously improving.
- Lead and develop 1st and 2nd line support teams, setting clear expectations, standards, and accountability.
- Act as the senior operational contact for customers on all live service matters.
- Manage service performance against SLAs and KPIs, ensuring visibility and accountability across the function.
- Lead major incidents, escalations, and problem management activities through to resolution.
- Act as an out-of-hours escalation point for critical incidents where senior ownership and customer communication is required.
- Oversee the transition from project delivery into support, ensuring strong handover and service readiness.
- Drive continuous improvement across service delivery, support processes, reporting, and governance.
- Coordinate releases and change activity into live service in a controlled and customer-focused way.
- Lead customer service reviews and contribute to long-term account health and retention.
- Travel to customer sites, including international travel, for service reviews and relationship management where required.
- Proven experience in a Service Delivery Manager or senior operational service role.
- Strong understanding of service management frameworks such as ITIL.
- Experience managing support teams and leading live service operations.
- Strong commercial awareness and customer relationship management skills.
- Experience building or improving service processes, governance, and reporting.
- Experience using Jira Service Management in a service delivery or support environment.
- Comfortable operating both strategically and in day-to-day service detail.
- Strong leadership skills with the ability to drive accountability and performance.
- Comfortable managing critical escalations, including outside normal business hours when required.
- Excellent communication, problem-solving, and stakeholder management skills.
This is an opportunity to take real ownership of live service delivery and play a key role in improving and strengthening how our service function operates as the business continues to grow. You won’t just be managing service — you’ll be helping raise standards, improve customer experience, and shape how we deliver support long term.
Service Delivery Manager in Doncaster employer: shangang Keji Industrial CO LTD
Contact Detail:
shangang Keji Industrial CO LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in Doncaster
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Delivery Manager role.
✨Tip Number 2
Prepare for those interviews by researching the company and its service delivery processes. We want you to show them you’re not just a fit for the role, but that you’re genuinely excited about improving their service function!
✨Tip Number 3
Practice your leadership stories! You’ll need to demonstrate how you’ve led teams and managed critical incidents in the past. We suggest using the STAR method to structure your answers – it’s a game changer!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Delivery Manager in Doncaster
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience with service management frameworks like ITIL and any leadership roles you've held. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about service delivery and how you can improve our customer experience. Be sure to mention any relevant achievements that demonstrate your capability in managing support teams.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've handled critical escalations or major incidents in the past. We love seeing candidates who can think on their feet and drive accountability in challenging situations!
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 shows us you’re keen to join our team!
How to prepare for a job interview at shangang Keji Industrial CO LTD
✨Know Your Service Delivery Inside Out
Make sure you brush up on your knowledge of service delivery frameworks, especially ITIL. Be ready to discuss how you've applied these principles in past roles and how they can benefit the company.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading support teams. Think about specific situations where you set clear expectations and drove accountability, as this will resonate well with the interviewers.
✨Demonstrate Customer Relationship Management
Be ready to talk about how you've managed customer relationships in the past. Share stories that illustrate your ability to handle critical escalations and maintain strong communication, especially during tough situations.
✨Emphasise Continuous Improvement
Think of instances where you've driven improvements in service delivery or processes. Discuss how you’ve used data to inform decisions and enhance customer experience, as this aligns perfectly with their focus on continuous improvement.