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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery Manager - **Company:** The Technical - **Location:** Bromsgrove, UK - **Salary:** £40,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Software as a Service, Cyber Security, Information Technology Outsourcing, Break Fix, Performance Monitor - **Published:** May 15, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=562086605584e230 ## About the Role 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 ## Description 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. ## Related Videos - [You’re a great coder? 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