* Lead service delivery and projects across a national footprint
* Own end-to-end project delivery, client relationships, and service performance
* Drive a shift to a proactive, high-performance "client-first" service culture
Client Details
Our client is a well-established organisation. As a Service Delivery Manager, you will act as the "face of IT and service delivery", leading both project execution and ongoing service performance across a national environment. This is a hands‐on leadership role where you will:
* Manage key client relationships, acting as a trusted advisor and senior escalation point
* Oversee service desk and operational service delivery, ensuring high performance against SLAs and KPIs
* Drive a service transformation agenda, shifting from reactive support to proactive, relationship‐led delivery
* Embed ITIL service management frameworks across processes and teams
* Monitor, report, and continuously improve service performance and client satisfaction
* Identify opportunities to grow services and increase revenue
* Lead and mentor a distributed national team, building capability and accountability
Profile
To be successful, you will be a Service Delivery leader with strong experience in technical, customer‐facing environments.
* Proven experience delivering projects and services in Professional Services
* Strong knowledge of ITIL frameworks, service management, and delivery models
* Demonstrated ability to manage operational and client‐facing outcomes
* Experience leading service transformation and continuous improvement initiatives
* Advanced stakeholder engagement skills, with the ability to influence at executive level
* Strong people leadership capability, including coaching and mentoring distributed teams
* Solid understanding of:
o ITSM tools, Microsoft, AV/VC and collaboration technologies
* Exceptional planning, problem‐solving, and change management skills
Job Offer
* Opportunity to lead a national service function transformation
* High‐visibility role with direct impact on business performance and client outcomes
* Work in a modern, collaborative environment with flexible arrangements
* Competitive salary package
For a confidential discussion please apply within.
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