Service Delivery Manager – Reading

We are looking for a highly skilled and experienced Service Delivery Manager to join an IT services company in Reading. The ideal candidate will be responsible for overseeing the delivery of high-quality IT services to clients, ensuring their satisfaction and the efficient execution of service delivery processes. This role is pivotal in maintaining client relationships, managing service performance, and driving continuous improvement.

Key Responsibilities

  • Service Management: Oversee the delivery of IT services to clients, ensuring that service levels and quality standards are consistently met.
  • Client Relationship: Act as the primary point of contact for clients regarding service delivery issues, fostering strong and enduring relationships.
  • Incident and Problem Management: Ensure timely and effective resolution of incidents and problems, coordinating with technical teams as necessary.
  • Service Improvement: Identify areas for service improvement and implement changes to enhance the efficiency and quality of IT service delivery.
  • Performance Monitoring: Monitor service performance metrics and client satisfaction levels, providing regular reports to senior management.
  • Team Leadership: Lead and mentor the service delivery team, ensuring they have the skills and resources necessary to perform effectively.
  • Project Coordination: Collaborate with project managers to ensure the smooth transition of projects into operational service.
  • Process Management: Develop, implement, and maintain service delivery processes and procedures in line with industry best practices.
  • Vendor Management: Manage relationships with third-party vendors to ensure they meet contractual obligations and service levels.
  • Budget Management: Oversee budget allocation for service delivery activities, ensuring cost-effective service provision.


  • Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. A Master’s degree or relevant certifications (e.g., ITIL, PMP) is a plus.
  • Experience: 5+ years of experience in service delivery management, preferably within the IT services industry.
  • Skills:
    • Strong understanding of IT service management frameworks and best practices (e.g., ITIL).
    • Excellent interpersonal and communication skills, with the ability to interact effectively with clients and internal teams.
    • Proven leadership and team management abilities.
    • Strong analytical and problem-solving skills.
    • Proficiency with service management tools and software (e.g., ServiceNow).
    • Experience in managing budgets and financial performance.
    • Familiarity with project management principles and practices.

Posted on

17th May 2024

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