Service Delivery Manager

Service Delivery Manager

Location: Ringwood, Hampshire + Hybrid home working (non-contractual)

Salary: £50,000 £55,000 + Benefits + Company Profit Share

Hours: 37.5 hours per week

The Role

As a key member of the management team and joint head of the Support Department, you will provide strong leadership, coaching, and direction to develop a high-performing team capable of delivering outstanding customer service. You will play a pivotal role in shaping service delivery strategy, strengthening client relationships, driving continuous improvement initiatives, and ensuring our services remain efficient, reliable, and aligned to both customer expectations and business objectives.

As Service Delivery Manager, you will be responsible for the day-to-day leadership and performance of our Service Desk function, overseeing 1st Line, 2nd Line, and Service Management teams. You will ensure service excellence by driving the achievement of contractual KPIs, managing customer escalations, producing insightful service reporting, and maintaining high standards of operational performance across the support function.

Duties Include:

• Ensure contractual KPIs, SLAs and compliance targets are consistently achieved.
• Build strong working relationships with Heads of Department to support business objectives and service delivery.
• Develop and deliver the Service Management Plan in line with organisational goals.
• Drive a culture of continuous improvement, accountability and service excellence.
• Manage resources effectively to deliver high-quality services within budget.
• Maintain and oversee key elements of the Service Management System (SMS).
• Maintain and develop the service catalogue to meet customer requirements.
• Identify service trends, risks and opportunities for improvement through data analysis.
• Lead major incident response and recovery activities.
• Ensure compliance with relevant regulations, standards and internal processes.
• Gather and act on customer feedback to enhance service quality.
• Monitor, review and improve service management processes and performance.

Skills and Experience:

• Proven leadership experience within an IT Service Delivery or Managed Services environment.
• Strong knowledge of service management frameworks and best practices, including ITIL.
• Experience working with ISO / IEC 20000 service management standards.
• Excellent people management, coaching and team development skills.
• Experience of working within a Managed Service Provider.
• Strong stakeholder management and relationship-building abilities.
• Experience managing KPIs, SLAs and service performance reporting.
• Ability to analyse data and drive continual service improvements.
• Strong problem-solving and decision-making capabilities.
• Experience managing major incidents and customer escalations.
• Excellent organisational, communication and planning skills.
• Commercial awareness with experience managing budgets and resources.
• A proactive, customer-focused approach with a commitment to service excellence.

The role is subject to a standard clear DBS being received.

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

Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years.

We are an Employee Ownership Trust. 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, software development 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.