Service Delivery Manager

ABOUT THE JOB

We’re looking for a Service Delivery Manager to play a key role in leading day-to-day service operations and ensuring exceptional delivery for our clients.

Reporting to the Group Head of Service Delivery, you’ll oversee service management activities, support the delivery of a diverse service portfolio, and act as the primary Service Delivery Manager for one or more key clients.

You’ll provide line management to part of the team and contribute to shaping how we work by supporting improvements in process, quality, compliance, and performance measurement.

This is a great opportunity to influence service excellence, develop as a leader, and help drive continuous improvement across our Service Delivery function.

Salary: up to £60,000 depending upon skills and experience.

WHO ARE ITI GROUP?

Through our 50 year history, ITI Group has combined the skills, experience, and knowledge of many recognised and respected industry names to become a leading partner for industry. We develop and integrate digital transformation solutions for Energy, Nuclear and Industrial manufacturing sectors. We advance safe, secure and sustainable operations through the innovative use of technology.

You’ll be joining a global brand with locations across the UK, Europe and North America. Our people work together with clients to solve problems, unlock the potential of the connected world, and create solutions that deliver value.

At the heart of ITI Group is a complete commitment to innovation and transformation. Our people are practical, insightful and dynamic, with a personal approach. We are dedicated to working in partnership with our colleagues, leaders and customers, and developing a culture that allows us to inspire, and deliver a safe, sustainable future where people shine.

SUMMARY OF ROLE AND RESPONSIBILITIES

You will:

• Solve problems and deal with the volatility and unpredictability of Service Delivery. You are inventive, can bring new ideas and perspectives, multitask, and show initiative.
• Demonstrate an ability to show leadership and work independently.
• Ensure agreed service levels are met or exceeded, and policies, processes and procedures are followed. We operate a structured, process-led Service Delivery operation, and you should expect to always work in such a manner.
• Lead Service Measurement and Reporting activities, generating both internal and client service reports. Lead Service Reviews where required.
• Agree and channel outputs from these processes into Service Improvement tasks, which are documented, classified, then either owned or delegated.
• To a reasonable degree, understand the technical layers beneath Service Management, e.g., sufficient understanding to actively participate in Problem Management, or identify service risks and/or improvements.
• Collaborate with the Service Delivery team, and with key colleagues from other teams to deliver Service objectives. These may include colleagues in Project Delivery, Commercial, Finance, and/or People teams.
• Be able to recognise and own escalations, and know how to respond to these, e.g. through investigation, service improvement activity, onward escalation, a collaborative response, suggested changes to service etc.
• Manage interfaces with other service chain participants, e.g. service roles fulfilled by other teams, third-party suppliers etc.
• Escalate to, request support from, or suggest improvements to the Group Head of Service Delivery as appropriate.
• Manage the service assignments of engineers, ensuring work is distributed reasonably, and that service targets are met or exceeded, while quality, compliance, and expected standards of quality are satisfied.
• Attend stand-ups and meetings with colleagues, represent Service Delivery across the wider business, ensure the Service Delivery team are informed of activities, schedules, risks and escalations.
• Be expected to join an on-call rota, though this is not expected to be for more than one week out of every four and would be limited to Service Management activities.
• Be required to travel to client sites, or other company premises for meetings on occasions. This is not expected to be required regularly, however (i.e., more than 10 times per year).
• Own assigned objectives, which may include leadership of a specific service process, client SLA, or major improvement activity.
• Have some understanding of the business and financial metrics that underpin client services.
• Have Line Management and functional responsibility for assigned team.

SUMMARY OF REQUIREMENTS

We are looking for:

Experience and Knowledge

• Demonstrable experience of leading core ITIL/ISO 20000 Service Management processes, primarily Incident Management, Major Incident Management, Problem Management, Change Management, and Service Measurement & Reporting.
• Experience of full-lifecycle Service Management, e.g., understanding the relationships between services, such as Incident Management, Problem Management, Change Management and Release & Deployment Management, and able to move seamlessly between these as required.
• Effectively combines service management and leadership responsibilities alongside any people leadership requirements.
• Competent in using a service management ticketing tool. Understanding elements such as priority, status, assignment, CI tags, ticket lifecycle, channelling data into reports etc.
• Confident in writing documentation and participating in (and at times leading) meetings with high-profile clients.

Skills and Abilities

• Middle-tier leadership skills.
• Exemplary professional and communication skills, including use of standard desktop tools (E.g. MS 365).

VALUES

In line with our company values we are looking for someone who,

📈Will 'Deliver' what we promise

🦺Will demand the highest levels of 'Safety and Security'

🏆Will apply 'Technical Mastery'

🧠Is committed to 'Continual Learning'

🤝Can work 'Collaboratively'

💡Will challenge the norm to make a difference through 'Innovation'

WHAT WE CAN OFFER YOU

Inspire and innovate with us; Join ITI Group, a place where you can shine! Find out more about what we can offer you by visiting our careers page on the ITI Group Website.

At ITI Group our people are our best asset. We offer a variety of benefits, to attract and retain talent, which include:

• 25 days annual leave, 8 Bank Holidays, plus the ability to buy and sell up to 5 days per year
• Flexible start and finish times, including flexi-Fridays
• Competitive Employee Referral Award Scheme
• Private Medical Insurance
• Life Assurance
• Pension
• Payment of professional membership fees
• Healthy Extras - Employee Assistance Programme, access to a practising GP, Confidential Advice
• Enhanced family friendly policies

ITI is an equal opportunities employer. For more information, please refer to our Equality of Opportunity statement on the ITI Group Careers page.

Please note: to help our interviewers stay fully engaged in the conversation, we use an AI note taker during first-round interviews. It will join the meeting to create a transcript, which is used only to support the hiring process.