IT Service Delivery Manager

We are working with a growing Software consultancy. They have a new requirement for an IT Service Delivery Manager.

In this exciting role, you will own the customer relationship once a service has gone live and moved into business-as-usual (BAU). You sit between the support team and each customer’s lead contact with a focus on making sure delivery stays on track, problems get resolved, and customers always know where they stand.

This is a key requirement with a focus on delivery excellence..

Responsibilities include:

• Own SLA performance across all supported services, tracking compliance and driving corrective action when targets are at risk.
• Produce and present monthly service reports, translating support data into a clear, evidenced narrative for each customer.
• Plan, chair and follow up on regular service review meetings, ensuring actions are tracked to closure.
• Own the change management process for in-life services: logging, assessing impact, coordinating approval and scheduling with the technical team.
• Own the problem management process: identifying root causes of recurring incidents, tracking problem records, and reporting resolution progress.
• Act as the primary relationship owner for each customer’s lead contact once a service transitions into BAU
• Maintain accurate service documentation, including SLAs, contact registers, and reporting packs, ready for audit or renewal discussions.

• Experience in a service delivery, account management, or customer success role within an IT, managed services, or technical environment.
• A confident, personable manner - genuinely warm with customers, and able to build trust and rapport quickly.
• Comfortable owning difficult conversations: managing an SLA breach, an unhappy customer, or an overdue action without letting the relationship suffer.
• Good working knowledge of SLA, change management, and problem management processes (ITIL exposure is a plus, not a requirement).
• Strong reporting skills - able to turn raw support data into something a customer stakeholder finds clear and credible.
• Organised and self-directed, comfortable managing multiple customer accounts in parallel.

Desirable Skills and Experience

• Experience working with public sector customers or contracts with formal KPI/governance requirements.
• Experience working closely with a support/service desk team, even without formal line-management responsibility.
• Familiarity with a service desk or ITSM tool (e.g. Jira Service Management, Freshservice, ServiceNow).

Does this sound like you?

• Warm, approachable and genuinely interested in people, with the ability to build rapport and trust quickly.
• Calm and confident handling difficult conversations, without letting the customer relationship suffer.
• Reliable and accountable, with a track record of following through on commitments.
• Naturally organised, comfortable managing multiple customer accounts and competing priorities in parallel.