Service Delivery Manager
1 day ago
Peterborough
Senior Service Delivery Manager Hybrid – King’s Lynn (2 days per week) £55,000 – £60,000 + benefits Our client is a specialist managed IT provider entering a focused phase of growth. Their service delivery function is strong and now they need a senior operational leader to take it further. This is a Senior Leadership Team role, responsible for scaling consistency, strengthening accountability, and ensuring we remain the partner our clients rely on when it matters most. You will lead multiple operational teams, take ownership of service performance end-to-end, and be the person both clients and internal teams trust when situations become complex or high-pressure. This role requires someone who has already operated successfully as a Service Delivery Manager and is ready to deliver at a higher standard. The Role You will take full ownership of service delivery across: • Service Desk, • Provisioning Key ResponsibilitiesService Delivery Leadership • Own end-to-end service performance across all operational teams, • Ensure consistent delivery against SLAs across all client accounts, • Maintain control of ticket queues, call handling and service standards, • Act as a senior operational contact for key clients, • Lead structured service reviews with clear performance data and improvement plans, • Manage escalations and difficult conversations with clarity and confidence, • Take full ownership of escalations through to resolution, • Coordinate teams, remove blockers and maintain accountability, • Communicate proactively during incidents, • Lead, coach and develop a team of 12–15 operational staff, • Drive accountability, performance and professional standards, • Manage performance proactively, including underperformance and complex people matters, • Identify trends, recurring issues and systemic weaknesses, • Deliver continuous improvement initiatives with measurable outcomes, • Ensure adherence to processes, governance frameworks and compliance requirements, • Consistent SLA achievement across all service functions, • Improved client satisfaction, retention and confidence, • Reduced escalation volume through stronger team ownership, • A more accountable, high-performing service delivery team, • 3–5+ years as a Service Delivery Manager, • Experience managing multiple operational teams (Service Desk, Provisioning, Field Engineering), • Proven track record managing complex client relationships in regulated environments, • Strong experience handling escalations, major incidents and high-pressure situations, • Demonstrable success improving team performance through coaching and accountability, • Microsoft 365 and Azure, • Intune and endpoint management, • Networking and connectivity fundamentals (Unifi advantageous), • Takes ownership without being asked and delivers without being chased, • Calm, clear and decisive under pressure, • Holds high standards for both themselves and others, • Comfortable operating at both strategic and operational levels, • Hybrid: 2 days per week in King’s Lynn, • Must be within 1.5 hours travel distance, • Travel to client sites across the UK as required, • Monday to Friday, 9:00am – 5:30pm (flexibility required), • £45,000 – £55,000 (depending on experience), • 25 days holiday + bank holidays (rising to 30), • Contributory pension scheme, • Private health, dental and eye care, • Structured personal development and technical training, • Monthly team socials, quarterly business updates, annual review event, • Hybrid working environment We deal with issues early, not late. We take pride in delivering consistently high standards to clients who depend on us. Apply If you’re an experienced Service Delivery Manager who has already proven yourself — and you’re ready to operate at a higher level — we want to hear from you.