Service Delivery Manager

About the role

Trusted Technology Partnership is looking for a Service Delivery Manager to lead its Support Department. Based in Ringwood, Hampshire, you will work in a hybrid model, guiding a high‑performing team that delivers first‑line, second‑line and service‑management support to our customers.

Key responsibilities

• Ensure contractual KPIs, SLAs and compliance targets are consistently met.
• Build strong relationships with Heads of Department to align service delivery with business objectives.
• Develop and execute the Service Management Plan in line with organisational goals.
• Drive continuous improvement, accountability and service excellence across the support function.
• Manage resources, budgets and the Service Management System (SMS).
• Maintain and evolve the service catalogue to meet customer needs.
• Analyse service data to identify trends, risks and improvement opportunities.
• Lead major incident response and recovery activities.
• Gather and act on customer feedback to enhance service quality.

Required profile

• Proven leadership experience in an IT Service Delivery or Managed Services environment.
• Strong knowledge of service‑management frameworks and best practices.
• Experience with ISO/IEC 20000 standards.
• Excellent people‑management, coaching and team‑development skills.
• Effective stakeholder management and relationship‑building abilities.

Required skills

• ITIL
• ISO/IEC 20000

What we offer

• Salary £50,000 – £55,000 per year.
• Hybrid working (home‑working flexibility).
• Company profit share and additional benefits.
• 37.5‑hour work week.