Service Delivery Manager IT-Serve Managed Services

Own service performance against each client contract, service levels, scope and governance calendar; scale governance to the size and risk of the engagement. Manage the operational client relationship, translate technical issues into business impact and maintain a clear record of actions, decisions and dependencies. Coordinate incidents, requests, problems and changes across shared teams; keep priorities, ownership, escalation and communication clear. Lead major-incident service coordination, mobilise specialists, maintain communications and organise post-incident reviews and follow-up actions. Chair service reviews and change governance meetings where assigned; maintain service improvement plans and risk, assumption, issue and dependency records. Produce accurate reporting on service levels, availability, patching, backup, demand, capacity, open work and recurring failures; challenge incomplete evidence. Plan coverage, handovers and specialist capacity; identify demand and skills gaps early and escalate resource risks. Coordinate mobilisation, discovery and project-to-service transition, including access readiness, documentation, support ownership and acceptance criteria. Identify scope growth, additional sites and assets, delivery costs and commercial risks; initiate assessment and obtain approval through the agreed process. Coordinate service-relevant assurance requests and remediation actions for regulated or security-sensitive clients while protecting confidential information. Support bids, service design and renewal discussions with realistic delivery assumptions and lessons from existing accounts. Maintain effective use of IT-Serve’s service desk/PSA and delivery processes, including queue ownership, prioritisation, assignment, time recording, SLA data, technical updates, evidence, escalation, handover and closure quality. Ensure colleagues and clients receive appropriate progress updates. Follow IT-Serve security procedures, protect confidential information and escalate unsafe work, security concerns or delivery risks promptly.

Desired Candidate Profile

Regulated-sector experience is desirable rather than mandatory. Experience integrating service management platforms, automating reporting and improving multi-client delivery. Experience with complex mobilisation, regulated client assurance and project governance. Advanced ITIL, project management or relevant technology qualifications are desirable; assessed equivalent experience may be accepted. Employment Type Full-time

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