Service Delivery Manager

Service Delivery Manager Location: Waterlooville - Hybrid (3 days of8ice, 2 days remote) Salary: £50k - £55kOverview An experienced Service Delivery Manager is required to lead and continuously improve managed IT service delivery. The role is responsible for ensuring consistent, high-quality customer outcomes while leading and developing technical teams. A key focus is embedding structured service management practices aligned with /IEC 20000-1 to drive continual improvement and operational excellence.Key Responsibilities People Leadership - Lead and develop Service Desk and engineering teams - Conduct performance reviews, 1:1s, and development planning - Manage workload, wellbeing, and team capacity - Set clear behavioural and performance expectationsService Delivery - Own day-to-day service delivery across managed services - Ensure effective management of incidents, requests, problems, and changes - Maintain performance against SLAs and service targets - Drive consistency and reduce operationalin efficienciesCustomer Experience - Own customer service experience, including escalations - Work with stakeholders to align delivery with expectations - Lead service reviews and track improvement actions - Act as escalation point for service issuesService Management (ISO/IEC 20000-1) - Maintain and improve ISO-aligned service management practices - Ensure effective use of the Service Management System (SMS) - Apply policies and processes in a practical, consistent way - Support ..... full job details .....