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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery Manager - **Company:** Opus Recruitment Solutions - **Location:** Newcastle upon Tyne, UK - **Contract:** Permanent contract - **Skills:** Decision Support Systems, Monitoring of Systems, Microsoft Robotics Developer Studio, Enterprise Software Applications, SolarWinds (Software), Splunk, Appdynamics, Dynatrace - **Published:** July 23, 2026 - **Apply:** https://computerjobs.com/gb/en/mob/job/623DF2BF767D450DCC ## About the Role * Proven experience in a Service Manager, IT Service Delivery Manager, Application Support Manager, or similar role. * Strong understanding of ITIL Service Management principles and practices. * Demonstrated experience managing major incidents, problem management, and service operations. * Experience producing service performance reports, KPIs, and client-facing dashboards. * Strong stakeholder management and communication skills with the ability to engage at all levels. * Experience managing support teams and coordinating cross-functional technical resources. * Ability to work effectively in high-pressure environments and make decisions during critical incidents. * Knowledge of SLA management and operational governance., * ITIL Foundation or higher certification. * Experience within enterprise application support environments. * Familiarity with monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, SolarWinds, or similar. * Experience working within large-scale managed services or consulting environments. Key Competencies * Leadership & Team Management * Incident & Problem Management * Client & Stakeholder Engagement * Service Delivery Excellence * Analytical & Data-Driven Decision Making * Continuous Improvement Mindset * Communication & Influencing Skills * Risk & Escalation Management ## Description Service Delivery Manager Location: Hybrid at Newcastle (3 days/week) Employment Type Full-Time Role Overview We are seeking an experienced and proactive Service Manager to oversee the performance, stability, and continuous improvement of business-critical applications and services within the Service Group. The successful candidate will be responsible for ensuring effective incident and problem resolution, managing service performance against agreed SLAs, and acting as a key liaison between technical support teams, delivery teams, and client stakeholders. The Service Manager will play a pivotal role in maintaining operational excellence, leading major incident management activities, driving service improvements, and ensuring a seamless transition of new services into production. Key Responsibilities Service Operations & Incident Management * Own and drive incident and problem management activities across the Service Group. * Monitor service performance, application availability, and operational stability in production environments. * Lead the resolution of Priority 1 (P1) and Priority 2 (P2) incidents, coordinating technical teams to restore services within SLA targets. * Actively participate in and lead major incident bridge calls, providing timely updates to stakeholders and clients. * Ensure production incidents are managed effectively and escalated appropriately based on business impact and priority. Service Performance & Reporting * Track, analyse, and report on service performance metrics, trends, and KPIs. * Produce weekly and monthly service reports, including Monthly Service Reviews (MSRs) for client presentation. * Identify service risks and recommend actions to improve performance and reliability. * Ensure compliance with contractual SLAs and operational objectives. Team Leadership & Stakeholder Management * Coordinate and direct support teams to prioritise work effectively and address critical issues. * Collaborate with technical, delivery, and business stakeholders to ensure alignment on service priorities. * Build and maintain strong relationships with clients, providing clear communication on operational performance and ongoing initiatives. * Deputise for the Service Lead when required. Continuous Service Improvement * Identify opportunities to improve service quality, operational efficiency, monitoring, and alerting capabilities. * Drive Continuous Service Improvement (CSI) initiatives to reduce incident volumes and improve customer experience. * Support the implementation of process enhancements, automation, and best practice service management methodologies. Change & Transition Management * Partner with delivery and project teams to understand upcoming releases and business changes. * Support the successful transition of new services and applications into live operations. * Ensure service readiness processes are followed and operational support requirements are clearly defined. Required Skills & Experience * Proven experience in a Service Manager, IT Service Delivery Manager, Application Support Manager, or similar role. * Strong understanding of ITIL Service Management principles and practices. * Demonstrated experience managing major incidents, problem management, and service operations. * Experience producing service performance reports, KPIs, and client-facing dashboards. * Strong stakeholder management and communication skills with the ability to engage at all levels. * Experience managing support teams and coordinating cross-functional technical resources. * Ability to work effectively in high-pressure environments and make decisions during critical incidents. * Knowledge of SLA management and operational governance. Preferred Qualifications * ITIL Foundation or higher certification. * Experience within enterprise application support environments. * Familiarity with monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, SolarWinds, or similar. * Experience working within large-scale managed services or consulting environments. Key Competencies * Leadership & Team Management * Incident & Problem Management * Client & Stakeholder Engagement * Service Delivery Excellence * Analytical & Data-Driven Decision Making * Continuous Improvement Mindset * Communication & Influencing Skills * Risk & Escalation Management ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The Power of Purpose: Unlocking Potential and Innovation](https://www.wearedevelopers.com/videos/1110-the-power-of-purpose-unlocking-potential-and-innovation) - [Our journey with Spring Boot in a microservice architecture](https://www.wearedevelopers.com/videos/511-our-journey-with-spring-boot-in-a-microservice-architecture) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [It's Not Vibe Coding If You Know What You're Doing](https://www.wearedevelopers.com/videos/100119-it-s-not-vibe-coding-if-you-know-what-you-re-doing) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) ## Related Articles - [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) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)