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)
£47,000 to £53,000 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

Skills and Experience

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

Desirable:
* ITIL certification (or equivalent practical experience)
* Experience supporting ISO audits
* Background within an MSP environment
* Experience working alongside Customer Success or relationship management teams

Why Apply?

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 Nick Trussler at nicktrussler@spectrumit.co.uk or call on 02380 765282

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