Service Delivery Manager

Service Delivery Manager

About us

We are a fast-growing technology organisation committed to empowering users with smart, dependable systems. Our mission is to reduce friction in day-to-day operations, turn complex data into meaningful insight, and support teams to work smarter - not harder.

The role

We seek a hands-on and strategic Service Delivery Manager to lead our 2nd Line Delivery & Support team. This individual will help break down complex tasks, gather requirements, and liaise closely with business sponsors and stakeholders. You'll ensure the 2nd Line team and engineering squads have clear deliverables, realistic timelines, and robust support to deliver against those commitments.

Key Responsibilities

Lead the end-to-end incident and problem management lifecycle, including root cause analysis

Identify recurring issues and work with engineering / product to drive prevention

Monitor SLAs, track metrics (e.g. MTTR, incident volumes), and improve service levels

Drive continuous improvement and process optimisation across the team

Allocate resources effectively and mentor team members

Act as incident commander during major outages

Collaborate across cross-functional teams (product, engineering, operations) to prioritise and deliver work

Create and maintain strong operational processes, automation, and documentation

Who we're looking for

Strong technical foundation in IT operations and support metho...