Service Delivery Manager

Service Delivery Manager
Location: Newcastle
Salary: £60,000 per annum
Working Pattern: Hybrid (3 days per week onsite)
Security Clearance: Active Security Clearance preferred, or eligibility to obtain UK Government Security Clearance is essential
About the Role We are seeking an experienced Service Delivery Manager to join a growing technology team supporting critical NHS and Public Sector programmes. This is an exciting opportunity to take ownership of service delivery across complex environments, ensuring high-quality outcomes for clients while driving continuous improvement and operational excellence.
You'll work closely with technical teams, business stakeholders, and end clients to manage service performance, resolve escalations, and deliver exceptional customer experiences across a range of digital and technology services.
Key Responsibilities

• Manage the end-to-end delivery of technology services across NHS and Public Sector clients.
• Act as the primary point of contact for service-related escalations and stakeholder management.
• Build and maintain strong relationships with customers, suppliers, and internal teams.
• Monitor and report on service performance against agreed SLAs and KPIs.
• Lead multidisciplinary teams to ensure successful service delivery.
• Drive continual service improvement initiatives and identify opportunities for automation and efficiency gains.
• Support commercial discussions, service reviews, and account growth opportunities.
• Translate technical information into clear, business-focused updates and recommendations.
• Ensure adherence to ITIL best practices and service management processes.
• Promote the effective use of emerging technologies, including AI, to improve service outcomes.

Required Experience

• Proven experience as a Service Delivery Manager within a large-scale technology or IT services environment.
• Previous experience working with the NHS or wider Public Sector organisations is essential.
• Strong stakeholder management and client-facing experience.
• Experience handling service escalations, incidents, and operational challenges.
• Strong understanding of ITIL-aligned service delivery and service management frameworks.
• Experience leading cross-functional and multidisciplinary teams.
• Ability to communicate technical concepts to both technical and non-technical audiences.
• Commercial awareness with experience supporting service growth and client engagement.
• Must hold Security Clearance or be eligible to obtain UK Government Security Clearance.

Desirable Experience

• ITIL certifications beyond Foundation level.
• Experience with ServiceNow, Jira, Azure DevOps, or similar service management platforms.
• Strong Microsoft Office skills, particularly Excel.
• Experience driving automation and process improvement initiatives.
• Experience supporting large-scale digital transformation programmes within healthcare or government environments.

What's on Offer?

• £60,000 basic salary.
• Hybrid working with 3 days per week onsite in Newcastle.
• Opportunity to work on large-scale NHS and Public Sector programmes.
• Exposure to complex technology environments and digital transformation initiatives.
• Strong career progression opportunities within a growing organisation.
• Collaborative and supportive team environment.

If you're an experienced Service Delivery Manager with NHS/Public Sector experience and Security Clearance (or eligibility to obtain it), we'd love to hear from you.