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
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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
IT Service Delivery Manager
Newcastle upon Tyne
Contract
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