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For Companies At a Glance
- Tasks: Lead high-quality IT support services and drive continuous improvement in operations.
- Company: Join a winning team at Trusted Technology Partnership, a top-rated workplace.
- Benefits: Enjoy competitive salary, profit share, hybrid working, and health perks.
- Why this job: Make a real impact on customer experience and service quality in IT.
- Qualifications: 3+ years in IT Service Management with strong leadership and communication skills.
- Other info: Dynamic environment with progression opportunities and a supportive culture.
The predicted salary is between 40000 - 40000 £ per year.
Location: Ringwood, Hampshire + Hybrid home working
Salary: £40k DOE + Benefits + Company Profit Share
Hours: 37.5 hours per week
The Role
Working alongside two fellow Senior Service Managers, you will form part of a well-established service management team helping to lead the delivery of high-quality IT support services and drive continuous improvement across our operational environment. You will be responsible for the day-to-day operation of our business as usual support services, including allocating tasks, monitoring and maintaining contractual KPI commitments, producing customer reports, and serving as an escalation point for both internal and external stakeholders. You will take ownership of the end-to-end customer experience, understanding people, processes and technology to maximise service quality and ensure operational excellence. You will also hold line-management responsibilities.
Duties Include:
- Provide strategic oversight of all service operations, including the full lifecycle of incidents, service requests, problems, and major incidents, ensuring SLAs are met and ITIL processes (Major Incident, Change, Problem) are consistently applied.
- Drive proactive and preventive service delivery by identifying recurring issues, analysing operational data and trends, and implementing improvements that reduce disruption and enhance service stability.
- Lead customer experience and service governance, including Service Reviews, satisfaction measurement, feedback loops, and actionable service reporting that informs continuous improvement.
- Build strong relationships with customers, internal teams, and technical stakeholders, acting as a senior escalation point and ensuring collaborative, positive service outcomes.
- Champion continuous improvement and professional development, driving service quality initiatives, enhancing operational efficiency, and maintaining awareness of evolving technologies and best practice.
Skills and Experience:
- Experience in Service Delivery or IT Service Management (three years preferred), with proven leadership experience, a strong track record managing incidents, problems, and major incidents, and consistently meeting SLAs/KPIs.
- Solid technical understanding of IT support environments, ideally with previous hands-on troubleshooting or IT operations experience.
- Experience and knowledge of using ITIL v3/v4 best practice.
- Excellent communication and stakeholder management skills, able to influence senior stakeholders, manage escalations professionally, and present confidently.
- Strong analytical and reporting ability, using data and service metrics to identify trends, reduce recurring issues, and drive measurable improvements.
- Ability to learn new technologies quickly.
- Highly organised and adaptable, capable of managing multiple priorities and performing effectively under pressure.
- Proactive and improvement focused, committed to continuous learning, professional development, and raising service standards.
The role is subject to a standard clear DBS being received. Some travel to customer sites may be involved, so you must have a Full UK Driving license.
The Package:
- Company Profit Share (first £3,600 is tax free)
- 22 days annual leave plus bank holidays, increasing with length of service
- Birthday as additional paid leave
- Additional paid leave (dependent on company performance)
- Company sick pay policy
- Pension Scheme
- Private Medical Insurance including dental
- Free Parking
- Hybrid Working
- Progression opportunities
- Fresh fruit, the occasional pizza and a posh coffee machine!
Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years. We are an Employee Ownership Trust - a growing company. We are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024. Our core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy. We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments. Join our friendly company, where a great team and a positive culture await you.
IT Service Delivery Manager in Southampton employer: Trusted Technology Partnership
Contact Detail:
Trusted Technology Partnership Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Delivery Manager in Southampton
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you stand out and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers, especially when discussing your experience in service delivery and IT management.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace IT Service Delivery Manager in Southampton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Delivery Manager role. Highlight your experience in service delivery, incident management, and any relevant ITIL knowledge. We want to see how your skills match 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 this role and how you can contribute to our team. Be sure to mention specific examples from your past that demonstrate your leadership and problem-solving skills.
Showcase Your Communication Skills: As a Senior Service Manager, strong communication is key. In your application, make sure to showcase your ability to manage stakeholders and present information clearly. We love candidates who can articulate their thoughts effectively!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly. Plus, it shows you're keen on joining our awesome team!
How to prepare for a job interview at Trusted Technology Partnership
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL v3/v4 knowledge before the interview. Be ready to discuss how you've applied these best practices in your previous roles, especially in managing incidents and service requests. This will show that you understand the framework and can implement it effectively.
✨Showcase Your Leadership Skills
As a Senior Service Manager, you'll need to demonstrate your leadership experience. Prepare examples of how you've successfully managed teams, resolved conflicts, or improved service delivery. Highlighting your ability to lead and inspire others will set you apart from other candidates.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you'd handle specific situations, like a major incident or a dissatisfied customer. Think through potential scenarios and outline your approach to problem-solving and communication. This will help you convey your analytical skills and customer-focused mindset.
✨Research the Company Culture
Familiarise yourself with Trusted Technology Partnership's values and culture. Be ready to discuss how your personal values align with theirs, especially regarding continuous improvement and teamwork. Showing that you're a good cultural fit can be just as important as your technical skills.