Service Delivery Manager - Contract

Description

Service Delivery Manager – Contract

Location: Kent (near Maidstone)

Contract: 6 months (scope for extension)

Rate: Up to £675 per day (Inside IR35)

Overview

We are seeking a Service Delivery Manager (SDM) to oversee the delivery of IT and technology services to internal business stakeholders. The role is critical in ensuring consistent, SLA-driven service delivery, building strong customer relationships, and delivering high-quality reporting and governance.

The SDM will take ownership of service performance, act as a key escalation point, and collaborate with technology and project teams to ensure seamless transition of services.

Key Responsibilities

· Build and maintain strong service relationships with business stakeholders, ensuring transparency and buy-in.

· Own the end-to-end service provision for allocated business units, including Problem, Incident, and Service Request management.

· Ensure SLAs are met and customer expectations are consistently exceeded.

· Act as a single point of escalation for service delivery issues.

· Collaborate with project and delivery teams to ensure smooth service transition where services are added or removed.

· Produce regular Service Review packs, Incident Reports, and other MI reporting.

· Drive a culture of continuous improvement, problem solving, and quality enhancement.

· Support Incident and Major Incident management as part of a rota.

· Contribute to technology roadmaps, service introduction, and vendor management.

· Provide leadership and guidance through a matrix structure, motivating teams and promoting best practice.

Person Specification

Essential Experience & Skills:

· Strong background in IT service management across the full lifecycle.

· Experience running an IT Service Desk and Desktop Support function.

· ITIL best practice implementation and escalation management.

· Proven ability to work with 3rd parties and offshore partners.

· Strong problem-solving skills and ability to simplify complex issues.

· Excellent written and verbal communication skills, able to engage at senior levels.

· Ability to work under pressure and with minimal supervision.

Qualifications:

· Educated to a high standard.

· ITIL Foundation or equivalent Service Delivery qualification.

Personal Qualities:

· Proactive, driven, and detail-focused.

· Strong initiative with a hands-on, problem-solving approach.

· Flexible and adaptable within changing organisational structures.

· Diligent, quality-focused, and able to apply original, innovative thinking.

Special Conditions:

· Occasional out-of-hours support and participation in escalation rota required

Ad ID: 5417230140