Information Technology Service Delivery Manager
We are seeking a proactive and experienced Service Delivery Manager (SDM) to lead the end-to-end delivery for one of our consultancy clients in Birmingham. You will be responsible for ensuring the smooth and effective delivery of IT services to our clients, acting as the key point of contact, and ensuring adherence to ITIL best practices.
Key Responsibilities
* Own the delivery of IT services for assigned clients, ensuring high levels of customer satisfaction and service quality.
* Implement and manage ITIL-aligned service delivery processes including Incident, Problem, Change, and Service Level Management.
* Act as the main liaison between clients and internal technical teams to ensure expectations are met or exceeded.
* Monitor, analyse, and report on service performance against SLAs and KPIs.
* Drive continual service improvement through service reviews, feedback collection, and process optimisation.
* Manage escalations and major incidents to resolution, coordinating technical teams and maintaining client communications.
* Support onboarding of new clients by defining and transitioning service models.
* Contribute to business development by identifying opportunities for service enhancements and upselling consultancy solutions.
Key Requirements
* Proven experience as a Service Delivery Manager, preferably within a consultancy or IT services environment.
* Strong understanding and practical application of the ITIL framework (certification preferred).
* Excellent client-facing and communication skills, with the ability to manage senior stakeholders.
* Strong organisational and problem-solving skills, with a proactive and solutions-focused mindset.
* Experience managing multi-disciplinary technical teams.
* Comfortable working in a fast-paced and changing environment.
* ITIL v4 Foundation or higher certification.
* Experience with service management tools (e.g. ServiceNow, Jira Service Management).
* Understanding of cloud services and infrastructure (e.g. AWS, Azure).
* Previous experience working in consultancy or project-based roles.
Seniority level
Associate
Employment type
Full-time
Job function
Information Technology
Industries
Business Consulting and Services
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