Service Delivery Manager

We are seeking an experienced Service Delivery Manager to act as a senior Subject Matter Expert across Service Management disciplines. The successful candidate will provide strong service leadership, maintain customer confidence, and ensure consistent, high‑quality service delivery during a complex transition period.

The role requires a pragmatic, delivery‑focused professional with deep ITIL knowledge, strong stakeholder management skills, and proven experience operating in high‑pressure, customer‑facing environments.

Key Responsibilities:

• Act as a Service Management SME across Incident, Problem, Change, Risk, Service Performance & Reporting, Service Level Management, Service Process Improvement, Service Continuity, and Availability Management.
• Provide on‑call Major Incident Management cover, ensuring rapid coordination, clear communications, and effective resolution.
• Maintain strong, trusted customer relationships, acting as a primary escalation and assurance point.
• Deliver accurate, timely service reporting, including performance, SLA compliance, risks, issues, and improvement initiatives.
• Support knowledge transfer and offboarding of the core Technical Service Desk (TSD) team where required as part of insourcing.
• Proactively identify and manage risks, proposing mitigation plans to protect service outcomes and contractual commitments.
• Apply ITIL best practice across helpdesk and support services, ensuring consistency, governance, and continual improvement.
• Take accountability for ensuring technical solutions continue to meet business requirements throughout the service lifecycle.
• Collaborate across internal teams, customers, and third‑party suppliers to deliver a cohesive “One Team” service experience.
• Oversee the end‑to‑end service lifecycle, including service support, delivery, and transition activities.

Experience / Education:

Mandatory

• Degree in Computer Science or equivalent experience in a complex operational environment
• Minimum 5 years’ experience in a Service Delivery / Service Management role
• Proven experience leading an IT helpdesk or support service, driving KPI and SLA achievement
• Strong customer‑service orientation with a pragmatic problem‑solving approach
• Proven advocate and practitioner of ITIL best‑practice processes
• Experience in a customer‑facing environment

Desirable

• ITIL v3 Certification
• ITIL v4 Certification (Preferred)
• Experience in Major Incident Management, Incident Management, and Service Transition
• Strong technical background with the ability to communicate effectively to non‑technical stakeholders
• Hands‑on experience with ITSM / helpdesk tooling (e.g. ServiceNow)

Thank you for your interest in this role. Please also share your CV at Bharath@lsarecruit.co.uk and if suitable, we will get in touch with you to discuss further.