Job Title: Service Delivery Manager (Contractor )

Experience: Minimum of 5 years in a similar role

Location: Leeds (hybrid 2 day travel per week) with occasional travel to Manchester

SC Clearance eligible – Mandatory – Active SC Preferred

Shift and Schedule: Day Shift with participation in an on‑call rota for Major Incident Management.

Job Summary: 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)

Why Join Us?

• We’re a purpose‑driven organisation committed to creating positive impact and championing inclusion.
• You’ll join a culture that encourages innovation, collaboration, and continuous growth.
• We celebrate difference and believe diverse perspectives lead to stronger solutions.
• Even if you don’t meet every requirement, we encourage you to apply — great talent comes from a variety of backgrounds.
• Your lived experience, unique strengths, and personal story matter — they help us design better outcomes for the communities we serve.
• We celebrate diversity of experience, knowledge, backgrounds, and perspectives, and believe these differences enable us to create meaningful impact. We are proud to be an equal opportunity employer and are committed to fairness and inclusion for all, regardless of sex, race, religion or belief, ethnic or national origin, disability, age, citizenship, marital or partnership status, sexual orientation, gender identity, pregnancy or related conditions, or any other protected characteristic. If you require any reasonable adjustments or additional support during the recruitment process, please let us know.