Service Delivery Manager

Are you an experienced, people focused Service Delivery Manager looking for a role where you can lead from the front in a structured, customer-centric environment?

Our client is an established and growing managed IT services provider with a strong reputation for quality and care. This role offers the opportunity to take real ownership of service delivery within a close-knit team and the chance to shape and improve how services are delivered across the business.

Service Delivery Manager
Waterlooville (Hybrid - 3 days office, 2 days home)
£55,000 to £65,000 per annum

In this role, you will be working within a team of 11 accountable for the day-to-day performance of managed IT services, the development of the Service Desk and Specialist Engineering teams, and the overall customer experience.

Looking fir someone experienced, logical, and driven - someone who can hit the ground running, bring clarity and structure, and isn't afraid to constructively challenge when needed.

Key Responsibilities

• Lead, support, and develop the Service Desk and Specialist Engineering teams in a positive, people-first environment


• Own day-to-day service delivery across all managed services


• Conduct regular one-to-ones, performance reviews, and development planning


• Maintain and improve service management practices aligned with ISO/IEC 20000-1


• Identify and deliver service improvement initiatives


• Use service data and feedback to inform decision-making


• Collaborate with Security, Operations, and wider teams to ensure smooth transition of new or changed services

Essential:

• Proven experience in a Service Delivery Manager or similar role within IT services


• Strong background leading and developing technical teams


• Experience working within an ISO/IEC 20000-1 aligned environment (using it to improve service, not just for compliance)


• Solid understanding of IT service management principles (incident, problem, change, request)


• Experience owning SLAs, service reporting, and improvement initiatives


• Confident communicator with the ability to manage escalations professionally and empathetically


• Structured, organised, and comfortable taking accountability

• ITIL certification (or equivalent practical experience)


• Experience supporting ISO audits


• Background within an MSP environment


• Experience working alongside Customer Success or relationship management teams

This is a local opportunity within a smaller, caring organisation where you can genuinely make an impact. You'll have visibility across the business, the chance to learn broadly, and the autonomy to shape service delivery in a meaningful way.

If this Service Delivery Manager opportunity sounds of interest, please contact Ruby Calver at Spectrum IT Recruitment

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.

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