Service Delivery Manager

Location: GBR - CC Hatfield Adm | Job-ID: 219722 | Contract type: Standard | Business Unit: Customer Success & Service Delivery

Life on the team

Junior Service Delivery Manager (Service Delivery Manager 1)   

Based in Hatfield with hybrid and options.

NB: There will be an expectation to be on-site 1-2 days per week

The Junior Service Delivery Manager supports the delivery and performance of internal IT services, working closely with Service Delivery colleagues to ensure services are stable, efficient, aligned to business needs and continuously evolving.

What you’ll do

The role provides hands-on exposure to service management, stakeholder engagement, and ITIL practices.  The post holder will support service reviews, operational governance, and reporting, whilst driving continual improvement activities and problem analysis leading to service improvement and stability.

Main Duties

• Help track incidents, service issues, and trends, escalating concerns as appropriate.
• Support senior colleagues during major incidents and service disruptions.
• Drive Problem Management outcomes, including root cause analysis and corrective and preventative actions.
• Act as a supporting point of contact for stakeholders.
• Help prepare service review materials, performance reports, and communications.
• Assist with post incident reviews, root cause analysis, and action tracking.
• Support requests for change to existing services
• Support service transition and operational acceptance activities for new or changed services.
• Build positive working relationships with IT teams and business users
• Support the tracking and reporting of service improvement initiatives.
• Help analyse service data to identify recurring issues or risks.
• Contribute to initiatives that improve service quality, reliability, and user experience.
• Identify continual service improvement initiatives based on service data, incident trends, and stakeholder feedback
• Escalate risks, issues, or dependencies to senior colleagues

What you’ll need

• Basic understanding of IT service management concepts.
• Interest in ITIL practices and service delivery environments.
• Ability to understand and work with service performance data.
• Willingness to learn about infrastructure, applications, and end user services.
• Clear written and verbal communication skills.
• Ability to work collaboratively with technical and business teams.
• Organised approach to tracking actions and follow ups.
• Professional and customer focused mindset
• Good organisational and time management skills.
• Attention to detail and commitment to quality.
• Able to work under guidance and ask for support when required.

Essential skills

• Basic understanding of IT service management concepts.
• Interest in ITIL practices and service delivery environments.
• Ability to understand and work with service performance data.
• Willingness to learn about infrastructure, applications, and end user services.
• Clear written and verbal communication skills.
• Ability to work collaboratively with technical and business teams.
• Organised approach to tracking actions and follow ups.
• Professional and customer focused mindset
• Good organisational and time management skills.
• Attention to detail and commitment to quality.
• Able to work under guidance and ask for support when required.

Desirable skills

• Experience in IT operations, service support, or a related IT role.
• Exposure to incident management, service reporting, or support environments.
• Basic understanding of how IT services support business outcomes.
• ITIL 4 Foundation (or willingness to work towards). 

Critical success factors

• Accurate and timely service reporting and action tracking.
• Effective support to senior service delivery managers.
• Improved understanding of IT service management practices.
• Positive feedback from stakeholders and team members.
• Progression towards independent service delivery ownership.

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

We’re a place where you can belong

With over 21,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

You’ll see this reflected in our recruitment process too. We aim to provide fair access to opportunities and an inclusive, barrier‑free experience. All that matters to us is that you share our vision and values, and bring the skills and experience we need.

As a Disability Confident Committed employer, we offer a guaranteed interview scheme. If you opt in and meet the minimum criteria for the role, you’ll be guaranteed an interview, and we’re happy to support any reasonable adjustments.  Please let us know when you apply.

If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!