Full job description

Service Delivery Manager

Location: Ringwood, Hampshire + Hybrid home working (non-contractual)

Salary: £50,000 – £55,000 + Benefits + Company Profit Share

Hours: 37.5 hours per week

The Role

As a key member of the management team and joint head of the Support Department, you will provide strong leadership, coaching, and direction to develop a high-performing team capable of delivering outstanding customer service. You will play a pivotal role in shaping service delivery strategy, strengthening client relationships, driving continuous improvement initiatives, and ensuring our services remain efficient, reliable, and aligned to both customer expectations and business objectives.

As Service Delivery Manager, you will be responsible for the day-to-day leadership and performance of our Service Desk function, overseeing 1st Line, 2nd Line, and Service Management teams. You will ensure service excellence by driving the achievement of contractual KPIs, managing customer escalations, producing insightful service reporting, and maintaining high standards of operational performance across the support function.

Duties Include:

• Ensure contractual KPIs, SLAs and compliance targets are consistently achieved.
• Build strong working relationships with Heads of Department to support business objectives and service delivery.
• Develop and deliver the Service Management Plan in line with organisational goals.
• Drive a culture of continuous improvement, accountability and service excellence.
• Manage resources effectively to deliver high-quality services within budget.
• Maintain and oversee key elements of the Service Management System (SMS).
• Maintain and develop the service catalogue to meet customer requirements.
• Identify service trends, risks and opportunities for improvement through data analysis.
•