Service Delivery Manager - Manchester based.

Our client requires a Service Delivery Manager ( ITIL ) for a newly created post reporting directly to the Managing Director.

The career path for this role is that it develops in to the Head of Operations for this business, so good people leadership skills will play a part in this role.

In the last 12 months the CEO has appointed a new MD who is looking to take the company forward with investment via a clear dynamic strategic vision. They are looking to grow the size and scale of its customer base, the people, its internal processes as well as acquiring new organisations.

As the Service delivery manager you will be a pivotal appointment in bringing clear structure, processes (ITIL) and showing what good looks like to the existing engineering team and help deliver excellent service to the customer base.

A core part of the role is managing, leading and upskilling the helpdesk & engineering team with the opportunity to put new clear ITIL processes in place, whilst setting the team up for successful delivery to the customer and achieving future success.

You will be accountable for developing the team, creating PDP plans and showing what they can achieve as part of the future growth.

This role will work alongside the CTO and Project Managers to ensure the successful delivery of customer projects.

As the Service Delivery Manager you will need proven service delivery experience using and implementing ITIL, demonstrate a good understanding of service models and strong ITIL processes.

You do not need to be a by the book ITIL evangelist but someone who understands the right parts of ITIL to implement that best suit this business.


Key accountabilities:


· Manage service desk team

· Implement best practice (ITIL desired) with the ticketing system.

· Manage and upskill the engineering team.

· Ensure successful delivery of all customer projects and requests.

· Be the escalation point for the technical team.

· Support the Chief Technical officer in scoping customer projects.

· Delivery of all IT services to meet service targets. SLA’s /OLA’s


To be successful in this role:

• Have proven experience of managing and leading teams

• Have experience of developing a business ready service offering

• Demonstrate experience of working in a support environment

• Demonstrate commercial acumen and negotiating skills

• Have strong knowledge of Service Management methodology - ITIL

• Demonstrate the ability to provide effective reporting to senior leaders;

• Proven influencing skills and engage effectively with key stakeholder.


This is a real opportunity to create & develop culture and make an impact on a small business that is looking to grow with a clear strategic vision.


For more information on this role, a detailed brief and a confidential discussion around your CV and career Apply now.