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- Tasks: Lead and improve live service delivery while managing support teams and customer relationships.
- Company: Join a dynamic multinational company that values creativity and collaboration.
- Benefits: Competitive salary, flexible working hours, 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 experiences.
- 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 Sheffield employer: TBA
Contact Detail:
TBA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in Sheffield
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Service Delivery Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by researching the company and its service delivery processes. Be ready to discuss how your experience aligns with their needs, especially around managing support teams and improving service standards. Show them you’re the perfect fit!
✨Tip Number 3
Practice your problem-solving skills! As a Service Delivery Manager, you’ll need to handle critical incidents and escalations. Think of examples from your past roles where you’ve successfully managed similar situations and be ready to share those stories.
✨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 take that extra step to connect with us directly.
We think you need these skills to ace Service Delivery Manager in Sheffield
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Service Delivery Manager role. Highlight your experience in managing support teams and improving service processes, as these are key aspects of what we're looking for.
Craft a Compelling Cover Letter: Use your cover letter to showcase your passion for service delivery and customer relationships. Share specific examples of how you've led teams or improved service standards in previous roles to grab our attention.
Showcase Your Skills: Don’t forget to mention your understanding of service management frameworks like ITIL and your experience with tools like Jira Service Management. These skills are crucial for the role and will help us see you as a strong candidate.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss any important updates from us!
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. Think about specific situations where you set clear expectations and drove accountability, as this will demonstrate your hands-on leadership style.
✨Be Ready for Scenario Questions
Expect questions about managing critical incidents and escalations. Prepare to walk through your thought process during a major incident, showcasing your problem-solving skills and ability to communicate effectively with stakeholders.
✨Demonstrate Your Customer Relationship Management Skills
Think of instances where you've successfully built or improved customer relationships. Be prepared to discuss how you would approach service reviews and ensure long-term account health, as this is crucial for the role.