Information Technology Service Delivery Manager

2 weeks ago

Leeds UK, West Yorkshire, United Kingdom SPG Resourcing Full time

Purpose of This Job:

The Service Manager (SM) provides the lead role at a day-to-day management level and is responsible for end-to-end service, ensuring that incident and problem resolution, knowledge management, maintenance and change management adhere to agreed processes and response times both internally within my client and their customers.


Key responsibilities include:

  • Single point of contact for the client's customer engagements
  • Day to day operational issue and relationship management with customers
  • Ensuring monthly service reports are created/maintained and delivered accurately and on time
  • Attending monthly service reviews where quality of service, trends and continuous service improvement will be discussed
  • Acting as a focal point to identify and plan service improvements
  • Ensuring that the Service Desk is appropriately resourced at all times with the correct number of agents and skills blends


Skills, Traits and Competencies:

  • The SM ensures exceptions are identified and remediated in the delivery of the service and that monitoring, investigating and resolving network, application and infrastructure issues as they occur, alongside change management, is being undertaken in a timely and professional manner by the wider TechOps/CloudOps team.


  • The SM plays a key role in managing, coordinating and improving service delivery, meeting the client and customer expectations, and addressing any issues that may arise during the life of the service/customer engagement. Regular reporting on the performance of the service and engagement with internal and external stakeholders to review previous performance metrics, known problems, improvement items, and future delivery opportunities is an underpinning aspect of the role.


Skills, Traits and Competencies:

The SM brings knowledge and experience acquired in multiple industries and sectors (Technology, Health, Retail, etc.) which can be leveraged to ensure desired outcomes are driven from a service management, relationship management and service delivery perspective. Consistent management of service levels and escalations from internal and external stakeholders should be of primary focus together with ensuring that the right processes are in place to optimise service performance. The SM will have an excellent rapport with customers, will be viewed as having the utmost integrity and professionalism and will be able to clearly demonstrate how customer satisfaction is ensured in everything they do.


  • ITIL certified, with capability to apply methodology/service frameworks to live service requirements
  • Customer-first mindset with service excellence as a core value
  • Ability to appropriately prioritise and escalate customer issues
  • Ability to present problem resolution, root cause analysis, and corrective actions to customer facing teams and customers as required
  • A reputation for fairness, dependability, and adherence to high ethical standards.
  • Strong analytical and problem-solving skills
  • Technical aptitude and excellent communication and negotiation skills, both oral and written
  • Strong leadership and people management skills with an ability to manage ongoing activity across multiple allocated customers
  • Team leadership experience, with the capability to lead by example, delegate where applicable, drive and motivate team members, and develop skills where appropriate
  • Experience of service management in a technology environment, with demonstrable working knowledge of incident/problem management, escalation procedures and related disciplines
  • Experience of managing, measuring and improving services delivered to external and internal customers
  • Willingness and ability to support and mentor junior members of the team


SPG Resourcing is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of the workforce we hire. We offer reasonable accommodation at every stage of the application and interview process.

  • Information Technology Project Manager

    3 days ago

    Leeds, UK, West Yorkshire, United Kingdom Steadman Brown Full time

    I am working with a well known Leeds company, which is looking to expand their team ahead of a busy 2025, they are looking to bring in multiple members of the team but one specific area is an experienced IT Project Manager.As an IT Project Manager with previous experience managing Salesforce-related projects. In this role, you will be responsible for leading...

  • Enterprise Service Delivery Manager

    4 months ago

    Leeds, West Yorkshire, United Kingdom Stelvio Group Full time

    Enterprise Service Delivery Manager UKFlexible Working AvailableSalary is £50k - £60k + 10% BonusThe Enterprise Delivery Manager will be responsible for overseeing the delivery of our clients' data backup solutions to enterprise clients. This role involves managing the end-to-end service delivery process, ensuring that their services meet or exceed...

  • Delivery Manager

    2 months ago

    Leeds, UK, West Yorkshire, United Kingdom SPG Resourcing Full time

    SPG Resourcing have exclusively partnered with a IT Consultancy to hire a Technical Delivery Manager. The Technical Delivery Manager is responsible for leading and managing technology-driven projects from inception to completion. This role requires a unique blend of project management skills and technical expertise to ensure successful project delivery that...

  • Head of Delivery

    1 month ago

    Leeds, UK, West Yorkshire, United Kingdom SPG Resourcing Full time

    Role Summary:The Head of Delivery is responsible for overseeing the end-to-end delivery of technology projects, ensuring successful execution against scope, time, and budget. The role demands a seasoned leader with a proven track record of managing multiple teams and complex projects in fast-paced environments. The individual will play a pivotal role in...

  • Delivery Lead

    2 months ago

    Leeds, UK, West Yorkshire, United Kingdom EMIS Full time

    Here at EMIS we have an opportunity for a tech-focused Delivery Lead to join us on a 9 month fixed term contract basis.We are a tech for good business, and everyone who works here genuinely makes an impact every day on the healthcare industry, what could be more rewarding? Joining our high performing Portfolio Delivery function, we manage a diverse number of...

  • Information Technology Support Specialist

    1 week ago

    Leeds, UK, West Yorkshire, United Kingdom Altasu Recruitment Group Full time

    Trainee IT Manager / IT Support LeadLocation: Colton, Leeds (5 days in the office) - ESSENTIALSalary: Up to £35,000 DOEAre you ready to take a step up and challenge yourself with a role offering clear career progression? My Award Winning client is looking for a Trainee IT Manager to work from their Leeds office, where you'll play a vital role in IT...

  • Information Technology Support Manager

    3 weeks ago

    Birmingham, UK, West Midlands, United Kingdom Corriculo Recruitment Full time

    COR6994 Support Manager, Infrastructure, Networks, Microsoft, ITIL, Hybrid, We’re looking for a Support Manager with a deep focus on infrastructure, servers, and networks to join a pioneering organisation as they embark on an exciting new chapter—building a new site and service desk team in Oxfordshire! The Support Manager Role you will oversee a...

  • Customer Service Manager

    2 days ago

    Leeds, UK, West Yorkshire, United Kingdom HARRON HOMES LIMITED Full time

    Key Purpose of RoleTo be responsible for the management of the Customer Service Department including but not limited to: Department employees, management meetings, reporting and data, effective resolution of defects and complaints reported, implementing, and maintaining company procedures and policies, and introducing consistent improvements within the...

  • Sales & Customer Service Manager

    4 months ago

    Leeds, UK, West Yorkshire, United Kingdom Woodlands Home & Garden Group Full time

    As a key member of the middle management team at Tiger, you will be responsible for managing the performance and development of our Tiger sales & customer service channels, ensuring that phone sales, customer service levels, and KPIs are consistently met and exceeded. You will oversee key service, sales and systems to deliver the highest levels of customer...

  • Quality Manager

    4 weeks ago

    Otley, UK, West Yorkshire, United Kingdom Weidmann Electrical Technology Full time

    Quality ManagerPermanent, Fulltime and onsite position in Otley, UK for Weidmann Whiteley.Join our team: Embracing differences, embody respect.Allow us to introduce ourselves…The Weidmann Group of companies is active in some of the world’s most vital fields namely energy and medical. Our technology and our knowhow contribute crucial resources to a...

  • Engineering Category Manager

    1 month ago

    Leeds, UK, West Yorkshire, United Kingdom CRP Group Full time

    Engineering Category ManagerOur client is looking for a Category Engineer to be responsible for Commodity and Sourcing strategy formulation through to implementation delivering best cost with minimum risk to a vehicle manufacturing organisation. They will take on total ownership of delivering cost out opportunities and leverage any group synergies.Key...

  • Customer Service Controller

    3 months ago

    Leeds, UK, West Yorkshire, United Kingdom Finning International Full time

    Company:Finning (UK) LtdNumber of Openings:1Worker Type:PermanentPosition Overview:As a Service Controller, you will oversee a team of engineers and ensure an excellent customer experience by optimising the resources to meet the customer needs efficiently whilst maintaining a high standard of service deliveryFinning is the largest Caterpillar dealership...

  • Tendering Manager

    3 weeks ago

    Leeds, UK, West Yorkshire, United Kingdom Net Zero People Full time

    Net Zero People are working with a leading Independent Connection Provider who are looking for a Tendering Manager.We have an exciting opportunity for a Tendering Manager to join one of the UK's leading Independent Connection Providers who are heavily involved in BESS, Gas Peaking, Solar & EHV infrastructure schemes up to 132kV.The role:This is a hybrid...

  • Customer Service Manager

    3 days ago

    Leeds, UK, West Yorkshire, United Kingdom HARRON HOMES LIMITED Full time

    Key Purpose of RoleTo carry out inspections on newly constructed properties before notice is served, to ensure that they are defect free and home ready. Providing updates to all departments and recording findings for availability for interdepartmental meetings.To ensure properties are handed over in line with the Customer Charter.Key Duties /...

  • Information Technology Business Analyst

    3 weeks ago

    Birmingham, UK, West Midlands, United Kingdom Metro Full time

    Powered by industry-leading Metro technology, Metro deliver import/export air, ocean and road freight forwarding, supply chain management, logistics and specialised services in retail, manufacturing and chemicals.At Metro, its our innovative technologies, pushing of boundaries, and most importantly, our employees that sets us apart. We are proud to say we...

  • Service Delivery Manager

    2 days ago

    Solihull, UK, West Midlands, United Kingdom Energy One Limited Full time

    Energy One Limited, a leading provider of energy software solutions, is seeking an experienced Service Delivery Manager to join our team in Solihull, UK. This role is pivotal in ensuring high-quality delivery of our cloud-hosted energy software across multiple products, with a focus on client satisfaction, seamless operations, and continuous improvement.What...

  • Customer Success Manager

    2 months ago

    Leeds, UK, West Yorkshire, United Kingdom DiverseJobsMatter Full time

    Job DescriptionAbout The RoleWe are seeking a proactive and commercially astute Client Success Manager to join our team and support our growth across either our education, health or central government portfolios. Working directly with the client, our delivery and commercial teams you will play a crucial role in the management and development of our client...

  • Field Service Manager

    2 months ago

    Leeds, UK, West Yorkshire, United Kingdom Sharpsmart UK Full time

    This is an exciting new opportunity for a forward-thinking individual to provide Field Service Manager covering a northern regional area with onsite and remote support to our existing healthcare contracts at their hospital sites. The successful candidate will have excellent problem solving and data analysing ability whilst demonstrating a wide range of...

  • Regional Manager

    10 hours ago

    Leeds, UK, West Yorkshire, United Kingdom Gilbert Meher Full time

    Are you an experienced leader in the care sector, passionate about making a difference in the lives of people with autism and learning disabilities? Gilbert Meher is proud to be working with a well-respected charity seeking a dedicated Regional Manager to oversee services across North and West Yorkshire.The RoleAs Regional Manager, you will be responsible...

  • Global Service Delivery Manager

    3 weeks ago

    Sheffield, UK, South Yorkshire, United Kingdom DiverseJobsMatter Full time

    Description -Leading all aspects of delivery to a Global Managed Service Client with large annual revenues Supervising a multi-faceted team of technical and non-technical support people with a high focus on best in class service support. Responsible for supervising major incident escalations, new & BAU projects, software and solution resolution by driving...