Service Delivery Manager

Our client is providing services to a confidential client and they are looking for a Service Delivery Manager to oversee the day-to-day operations of their client’s Service Desk and associated services.

This role would suit someone who has broad knowledge of Incident, Problem, Request, Outage, and Service Desk Management processes, with a strong focus on optimising service availability and performance.

You will work closely with the client so it is imperative you have excellent customer facing skills, as well as experience working in secure government environment.

Working Patterns: This role is based on Cheltenham, full time on site.

• Manage day-to-day operations of the Service Desk to ensure seamless service delivery.
• Oversee all aspects of the Service Desk, providing leadership and guidance.
• Coach users on the use of Service Management and promote the maturity of the client’s Service Management processes.
• Manage the Incident Management process, including SLA adherence and engaging with Client’s incident management team.
• Ensure effective communication with support teams, clients, and stakeholders throughout incident resolution.
• Produce Management Information reports and conduct post-incident reviews to improve service performance.
• Differentiate between Problems and Incidents, engaging with the client’s Problem Management Team.
• Conduct Problem Management reviews to enhance Service Availability and reduce Lifecycle Problems.
• Handle all aspects of request management including IT requests, monitor requests, and account requests.
• Liaise with the customer to communicate the impact of outages and coordinate with operational requirements to maintain service continuity.
• Manage commercial supplier relationships for support contracts.
• Provide support and understanding of asset and configuration management.

• Proven experience in in IT Service Management or Delivery and experience managing a Service Desk.
• Strong understanding of Incident, Problem, Request, Outage, and Service Desk Management processes.
• Excellent communication and stakeholder management skills.
• Proficiency in Service Management tools and frameworks.
• Experience in supplier management and MI reporting.
• Ability to work collaboratively with cross-functional teams to enhance service availability.

• Provide expert financial guidance to help you select a pension plan tailored to your lifestyle.
• Company culture that places a premium on achieving a healthy work-life balance.
• Offer competitive bonuses and generous compensation packages.
• 25 days holiday + bank holidays.
• Buy/Sell holiday.
• Death in Service – 3x salary.
• Performance Bonus.
• Cycle to work scheme.
• Pension Scheme.

Our client is committed to providing a diverse and inclusive workplace and welcomes applications from all backgrounds.

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You will be required to hold a minimum of DV Clearance. If you do not hold an active DV clearance, please familiarise yourself with the vetting process before applying.

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