Service Delivery Lead

Lead Service Delivery Manager

Full Time – 37 hours per week

Salary: £45,000 - £50,000 p.a. [DOE] plus performance bonus

Location: Plymouth (Hybrid – up to 3 days onsite per week)

Are you a confident, experienced SDM with a passion for delivering outstanding customer service and driving real impact? Do you thrive on building strong relationships, supporting high-performing teams, and making a strategic difference? If so, this could be the next exciting step in your career.

At Delt Shared Services, we don’t just talk about service excellence - we deliver it. As a Lead Service Delivery Manager, you will play a pivotal role in shaping the customer experience across our organisation, ensuring the highest standards of service delivery while aligning with both our clients' needs and Delt’s strategic goals.

About the Role

You’ll own the customer experience from end to end; championing customer needs, responding to feedback, and proactively identifying opportunities for improvement. Acting as the primary escalation point for service-related matters, you’ll work closely with stakeholders at every level to ensure delivery is not just maintained, but continuously enhanced.

This role is about more than just maintaining service levels. It’s about building trust, adding value, and working collaboratively to support digital transformation and growth across our customer base.

Key Responsibilities

• Develop strategic account plans aligned with both customer outcomes and Delt’s business objectives.
• Maintain strong, collaborative relationships with senior stakeholders across multiple organisations.
• Own and drive continuous service improvement plans based on customer feedback and operational insights.
• Act as the escalation point for service delivery issues and ensure timely resolution.
• Provide insight-driven reporting, lead service reviews, and support budgeting and forecasting.
• Represent Delt at strategic meetings and ensure our brand promise is delivered at every touchpoint.

What We’re Looking For

• A confident leader with extensive service delivery experience – ideally in a senior SDM or equivalent role.
• Proven ability to work strategically while staying grounded in operational excellence.
• A natural relationship-builder, able to influence and engage stakeholders at all levels.
• Strong commercial awareness and the ability to align service delivery with broader business outcomes.
• Skilled in planning, communication, and problem-solving; we are looking for someone who brings energy, structure, and accountability.
• ITIL v4 Foundation (or a willingness to achieve this with our support).
• A full UK driving licence.

Why Join Us?

At Delt, people matter - both our team and the communities we serve. You’ll be part of a purpose-driven organisation, where your work makes a visible difference. In return, we offer a supportive culture, flexible hybrid working, and opportunities to grow your skills in a dynamic environment where ideas are welcomed, and impact is recognised.

Benefits include:

• Generous holiday allowance of 25 days plus bank holidays
• Up to 12 flex leave days a year
• Matched contribution pension scheme up to 10% of salary
• Life assurance scheme
• Opportunities to buy and sell leave
• Employee shopping savings portal
• Opportunities for training to be funded by Delt
• EV salary sacrifice
• Employee assistance programme supporting mental and physical wellbeing

If you want to know about the total package we offer, please see our future employee page here https://deltservices.com/careers/

If you’re ready to lead with confidence, influence meaningful change, and be part of something bigger, we’d love to hear from you.