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IT Service Delivery Manager

Posted: 22/07/26
Recruiter:Opus Recruitment Solutions
Reference:3142873181
Type:Contract
Disciplines: IT Service
Salary:£37,000 - £55,000 Annual
Location:Newcastle Upon Tyne, Tyne and Wear
Description: Service Delivery Manager
Location: Hybrid at Newcastle (3 days/week)
Employment Type Full-Time
Role Overview
We are seeking an experienced and proactive Service Manager to oversee the performance, stability, and continuous improvement of business-critical applications and services within the Service Group. The successful candidate will be responsible for ensuring effective incident and problem resolution, managing service performance against agreed SLAs, and acting as a key liaison between technical support teams, delivery teams, and client stakeholders.
The Service Manager will play a pivotal role in maintaining operational excellence, leading major incident management activities, driving service improvements, and ensuring a seamless transition of new services into production.
Key Responsibilities Service Operations & Incident Management
  • Own and drive incident and problem management activities across the Service Group.
  • Monitor service performance, application availability, and operational stability in production environments.
  • Lead the resolution of Priority 1 (P1) and Priority 2 (P2) incidents, coordinating technical teams to restore services within SLA targets.
  • Actively participate in and lead major incident bridge calls, providing timely updates to stakeholders and clients.
  • Ensure production incidents are managed effectively and escalated appropriately based on business impact and priority.
Service Performance & Reporting
  • Track, analyse, and report on service performance metrics, trends, and KPIs.
  • Produce weekly and monthly service reports, including Monthly Service Reviews (MSRs) for client presentation.
  • Identify service risks and recommend actions to improve performance and reliability.
  • Ensure compliance with contractual SLAs and operational objectives.
Team Leadership & Stakeholder Management
  • Coordinate and direct support teams to prioritise work effectively and address critical issues.
  • Collaborate with technical, delivery, and business stakeholders to ensure alignment on service priorities.
  • Build and maintain strong relationships with clients, providing clear communication on operational performance and ongoing initiatives.
  • Deputise for the Service Lead when required.
Continuous Service Improvement
  • Identify opportunities to improve service quality, operational efficiency, monitoring, and alerting capabilities.
  • Drive Continuous Service Improvement (CSI) initiatives to reduce incident volumes and improve customer experience.
  • Support the implementation of process enhancements, automation, and best practice service management methodologies.
Change & Transition Management
  • Partner with delivery and project teams to understand upcoming releases and business changes.
  • Support the successful transition of new services and applications into live operations.
  • Ensure service readiness processes are followed and operational support requirements are clearly defined.
Required Skills & Experience
  • Proven experience in a Service Manager, IT Service Delivery Manager, Application Support Manager, or similar role.
  • Strong understanding of ITIL Service Management principles and practices.
  • Demonstrated experience managing major incidents, problem management, and service operations.
  • Experience producing service performance reports, KPIs, and client-facing dashboards.
  • Strong stakeholder management and communication skills with the ability to engage at all levels.
  • Experience managing support teams and coordinating cross-functional technical resources.
  • Ability to work effectively in high-pressure environments and make decisions during critical incidents.
  • Knowledge of SLA management and operational governance.
Preferred Qualifications
  • ITIL Foundation or higher certification.
  • Experience within enterprise application support environments.
  • Familiarity with monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, SolarWinds, or similar.
  • Experience working within large-scale managed services or consulting environments.
Key Competencies
  • Leadership & Team Management
  • Incident & Problem Management
  • Client & Stakeholder Engagement
  • Service Delivery Excellence
  • Analytical & Data-Driven Decision Making
  • Continuous Improvement Mindset
  • Communication & Influencing Skills
  • Risk & Escalation Management

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