Service Delivery Manager

Service Delivery Manager

Contract Length: 6 Months
Kent (2 days per week onsite)
Excellent day rate offered!
Umbrella engagement

Our client is seeking an experienced Service Delivery Manager to join their Technology function on an initial 6-month contract. This is a stakeholder-facing role focused on ensuring the successful delivery of IT services to business users, driving service improvements, managing operational performance, and acting as a key escalation point across technology services.

The successful candidate will be responsible for maintaining strong customer relationships, ensuring service levels are achieved, providing meaningful service reporting, and working closely with technical teams, suppliers, and business stakeholders to drive continual service improvement.

Key Responsibilities

• Own end-to-end IT service delivery for designated business areas.
• Act as the primary escalation point for service-related issues, incidents and service requests.
• Ensure SLA performance is monitored, reported and continuously improved.
• Produce and present service reviews, management information and operational reporting.
• Build and maintain strong relationships with internal stakeholders and third-party suppliers.
• Drive service improvement initiatives through analysis of incidents, problems and customer feedback.
• Support the successful transition of new and changed services into operational support.
• Participate in major incident management and out-of-hours escalation activities.
• Work collaboratively with technology, security, project and delivery teams to improve service performance and customer outcomes.

Essential Skills & Experience

• Proven experience in IT Service Delivery Management across the full service lifecycle.
• Strong understanding of service management principles and operational governance.
• Experience managing incidents, service requests and problem management activities.
• Ability to analyse complex issues and implement practical solutions.
• Experience producing and presenting service performance reports to senior stakeholders.
• Excellent stakeholder management and communication skills.
• Experience working with third-party suppliers and managed service providers.
• Strong focus on customer service, continuous improvement and operational excellence.

Desirable

• ITIL Foundation or higher certification.
• Experience within complex enterprise environments.
• Experience of Service Desk and End User Support operations.
• Knowledge of continual improvement and root cause analysis methodologies.

Please note, engagement is via umbrella company only; all tax and NI will be deducted at source.