Service Delivery Manager

Location: Leeds City Centre, hybrid working with 3 days per week onsite.

Salary: Up to £50,000 plus benefits.

Company

hirify.global is recruiting for a well-established organisation operating in a fast-paced technology environment.

What you will do

• Lead, coach, and develop service and support teams while promoting a customer-focused culture.
• Manage incidents, service requests, problem management, major incidents, and escalations through to resolution against agreed service levels.
• Monitor service performance using KPIs, metrics, SLAs, and operational reporting.
• Drive continual service improvement, operational efficiencies, process improvements, and automation initiatives.
• Manage change activities, service transitions, resource planning, and capacity planning.
• Build relationships with internal stakeholders and business leaders, identifying trends, recurring issues, and root causes.

Requirements

• Proven experience as a Service Delivery Manager, Operations Manager, or in a similar leadership role.
• Strong people management and coaching experience.
• Excellent incident and escalation management skills.
• Experience managing performance through KPIs, SLAs, and operational reporting.
• Strong stakeholder management and communication skills.
• An analytical mindset with excellent problem-solving abilities.
• Ability to prioritise effectively and perform well in a fast-paced environment.
• A customer-focused approach and passion for delivering exceptional service.

Nice to have

• Experience in an IT, technology, or service management environment.
• Knowledge of service management best-practice frameworks such as ITIL.
• Experience delivering process improvement and automation initiatives.
• Supplier and third-party management experience.
• Exposure to change and service transition management.

Culture & Benefits

• Hybrid working with 3 days per week in Leeds City Centre.
• Opportunity to lead and influence a critical service function.
• Career development within a growing technology environment.
• Exposure to major operational and service improvement initiatives.
• Collaborative and supportive leadership team.
• Competitive benefits package.