Service Delivery Manager, Waterlooville

Are you an experienced, people focused Service Delivery Manager looking for a role where you can lead from the front in a structured, customer-centric environment?

Our client is an established and growing managed IT services provider with a strong reputation for quality and care. This role offers the opportunity to take real ownership of service delivery within a close-knit team and the chance to shape and improve how services are delivered across the business.

Service Delivery Manager

Waterlooville (Hybrid - 3 days office, 2 days home)

£47,000 to £53,000 per annum

In this role, you will be working within a team of 11 accountable for the day-to-day performance of managed IT services, the development of the Service Desk and Specialist Engineering teams, and the overall customer experience.

Looking for someone experienced, logical, and driven - someone who can hit the ground running, bring clarity and structure, and isn't afraid to constructively challenge when needed.

• Lead, support, and develop the Service Desk and Specialist Engineering teams in a positive, people-first environment
• Own day-to-day service delivery across all managed services
• Conduct regular one-to-ones, performance reviews, and development planning
• Maintain and improve service management practices aligned with ISO/IEC (phone number removed)
• Identify and deliver service improvement initiatives
• Use service data and feedback to inform decision-making
• Collaborate with Security, Operations, and wider teams to ensure smooth transition of new or changed services

• Proven experience in a Service Delivery Manager or similar role within IT services
• Strong background leading and developing technical teams
• Experience working within an ISO/IEC (phone number removed) aligned environment (using it to improve service, not just for compliance)
• Solid understanding of IT service management principles (incident, problem, change, request)
• Experience owning SLAs, service reporting, and improvement initiatives
• Confident communicator with the ability to manage escalations professionally and empathetically
• Structured, organised, and comfortable taking accountability

• ITIL certification (or equivalent practical experience)
• Experience supporting ISO audits
• Background within an MSP environment
• Experience working alongside Customer Success or relationship management teams

This is a local opportunity within a smaller, caring organisation where you can genuinely make an impact. You'll have visibility across the business, the chance to learn broadly, and the autonomy to shape service delivery in a meaningful way.