> Markdown version of [/jobs/ext/1479002-it-service-delivery-manager](https://www.wearedevelopers.com/jobs/ext/1479002-it-service-delivery-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery Manager - **Company:** Northern Ireland - **Location:** Belfast, UK - **Salary:** £40,000.0 - £50,000.0 - **Contract:** Permanent contract - **Skills:** JIRA, Data Logging, Servicenow - **Published:** July 29, 2026 - **Apply:** https://www.exactitresources.com/job/it-service-delivery-manager-327.aspx ## About the Role * 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Should Tech Managers Be Developers First? Pros and Cons](https://www.wearedevelopers.com/magazine/327-should-tech-managers-be-developers-first-pros-and-cons) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)