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- Tasks: Lead and improve live service delivery while managing support teams and customer relationships.
- Company: Join a dynamic, creative multinational company in Doncaster.
- Benefits: Competitive salary, flexible working, and opportunities for international travel.
- Other info: Exciting role with opportunities for professional growth and development.
- Why this job: Make a real impact by enhancing service standards and customer experience.
- Qualifications: Experience in service delivery management and strong leadership skills required.
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’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.
Interested: Apply and hear more about the Service Delivery Manager role.
Service Delivery Manager in Doncaster employer: TBA
Contact Detail:
TBA 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 off your knowledge of ITIL and how you can improve their service function. Be ready to discuss real-life examples!
✨Tip Number 3
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in keeping you top of mind. We recommend mentioning something specific from your conversation to make it personal.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen by the right people. 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 speaks directly 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 tell us why you're passionate about service delivery and how you can improve our customer experience. Be sure to mention any relevant achievements that showcase your ability to lead support teams.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've managed critical incidents or escalations in the past. We love candidates who can demonstrate their problem-solving abilities and how they’ve improved service processes.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to attach all your documents in one go. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at TBA
✨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 your previous roles and how they can benefit the company.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading support teams and managing live service operations. Think about specific situations where you drove accountability and performance, as this will resonate well with the interviewers.
✨Demonstrate Customer Relationship Management
Be ready to talk about your approach to building and maintaining strong customer relationships. Share stories that illustrate your ability to manage critical escalations and ensure customer satisfaction, especially in high-pressure situations.
✨Prepare for Scenario-Based Questions
Expect questions that put you in real-life scenarios related to service delivery challenges. Practice articulating your thought process and decision-making skills, particularly around incident management and continuous improvement strategies.