Senior Service Delivery Manager

Location: Any UK Office Hub: Bristol, London, Manchester, or Swansea; part-time remote working is available.

Salary: £55,000–£65,000 per year

Company

hirify.global uses human-centred technology to design, build, and deliver better public services.

What you will do

• Onboard new services and team members while leading the managed service team toward high-quality outcomes.
• Manage team capacity, rotas, budgets, workload forecasts, SLAs, KPIs, OKRs, CSAT, and service credits.
• Coordinate major incident resolution, root cause analysis, risk management, change management, and service improvements.
• Create and maintain service transition plans, runbooks, playbooks, business continuity and disaster recovery plans, security management plans, and access management trackers.
• Act as the primary contact for customer escalations and build relationships with senior internal and external stakeholders.
• Support team development, junior service delivery managers, recruitment, and communities of practice.

Requirements

• Eligibility to obtain SC security clearance is required.
• SC eligibility requires five years of continuous UK residency and a five-year employment history, or records back to full-time education.
• Experience with incident, problem, change, governance, risk, and service management processes, using ITIL or Agile Service Management practices.
• Ability to manage contractual obligations, service performance reporting, risks, capacity, budgets, and competing priorities.
• Experience handling customer escalations and communicating clearly with senior stakeholders.
• Familiarity with ticket management tools such as ServiceNow, Jira Service Desk, or Zendesk.

Culture & Benefits

• Flexible working hours and part-time remote working for all staff.
• 30 days of paid annual leave plus bank holidays.
• Flexible parental leave and paid counselling, financial, and legal advice.
• Flexible benefits platform with a Smart Tech scheme, Cycle to Work scheme, health care cash plan, and pension plan options.
• Optional social and wellbeing events, Slack communities, and communities of practice.