IT Service Delivery Manager

We're looking for an experienced Service Delivery Manager to lead day-to-day service management for our customers and internal team. You'll be accountable for service performance, SLA delivery, operational governance, and continuous improvement, working closely with the IT Helpdesk, field/remote project engineers, Cyber Security team and Sales teams to protect contract outcomes and drive service quality.

What We Offer

• 21 days annual leave (including your birthday) + bank holidays
• Company pension
• Company social events
• Development scheme with financial incentives
• Quarterly company bonus
• Excellent office environment with leisure room in town centre location

Key Responsibilities

·Service Performance & SLA Deliverables: Own service KPIs and SLA outcomes, monitor performance, manage service risks, and ensure timely resolution and communication.

· Service Desk & Engineer Effectiveness: Improve triage, prioritisation, dispatch, and escalation paths; drive consistency in ticket quality, knowledge use, and adherence to process to increase first-time-fix and reduce repeat incidents.

· Continual Service Improvement: identify trends and root causes; facilitate problem management, post-incident reviews, and improvement initiatives that reduce incident volume and improve customer experience.

· Commercial Protection & Contract Alignment: Ensure service delivery aligns to contract scope; manage obligations, assumptions, and dependencies; support change control, renewals, and commercial discussions with evidence-based service insights.

· Management Reporting: Produce regular service reports and dashboards covering SLA performance, capacity management, resourcing and improvement progress; present insights and recommendations to leadership and customers.

· Individual Development Plans: Partner with team leads to create and maintain IDPs aligned to role expectations and service outcomes; identify training needs across service roles.

· Performance Coaching & Feedback: Provide coaching and structured feedback to improve behaviours, customer handling, technical engagement, and process compliance; recognise strong performance and address gaps promptly.

Do you have experience in Presentation skills?, · Proven experience in service delivery/service management within an IT managed services, SaaS, or internal IT environment.

· Strong working knowledge of ITIL practices (incident, problem, change, service level management, CSI) and ability to apply them pragmatically.

· Demonstrable track record of improving SLA performance, customer satisfaction, and operational efficiency.

· Confident stakeholder management: able to influence technical and non-technical teams, including senior leaders.

· Commercial awareness: comfortable working with contracts, scope, governance, and evidence-based service positions.

· Data-led approach to reporting and decision-making; strong Excel/BI and presentation skills.· Experience coaching teams and supporting development planning in operational environments.

Personal Attributes

· Detail-oriented and proactive.

· Collaborative team player with strong management qualities.

· Customer-focused, with a commitment to delivering high-quality service.

Salary: Up to £40,000 per annum, dependent on experience

Work Location: In person Bromsgrove B61

Successful applicants would be subject to a Disclosure and Barring Service (DBS) check

Technical Drive is a high quality, IT support company for Birmingham and beyond, offering managed IT services that will drive businesses forward through technology with our fast, responsive, and strategic team.