Job Description

The Senior Service Delivery Manager will oversee the delivery and support of enterprise applications, ensuring optimal performance, availability, and alignment with business needs. Additionally, they will act as the Process Owner for critical ITIL-based processes, responsible for monitoring process performance, ensuring that relevant third-party teams are trained on process/practices and taking ownership of improving key IT service management processes under their responsibility.

Job Type: Fixed Term Contract – 12 months
Location: This role could be based in either our Birmingham, Telford, or Edinburgh offices with time spent working in the office and at home.

Flexible working: All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process.

Closing Date: 20/10/2025
Salary and benefits: £70,000-£90,000 plus an indicative bonus range of 30%-60%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.

The role

The Senior Service Delivery Manager is accountable for overseeing, developing and assisting in the service operations and delivery strategy for IT services delivered through our Outsource Partners and translating this strategy into a services roadmap and actionable deliverables.

Key Accountabilities

• Lead the development and maintenance, in conjunction with specified technology service
• Work as part of the group IT Service Operations team to standardise processes and reporting to allow and support improvements across the eco-system.
• Lead engagement with the value centres to understand the business strategy and the technology implications to provide specified suppliers with a forecast of future service demand and ensure impact of future changes to demand for services is properly assessed.
• As part of the extended IT Leadership team, contribute to and influence the broader strategy for the Technology Services & Operations and wider overarching IT function and deputise for the Head of IT Service Operations, as needed.
• Ensure that regular service reviews include a section to specifically review risks and issues in sufficient detail and that agreed actions are delivered in order to mitigate risks and protect service.
• Engage and work closely with other key IT areas such as Cyber, Architecture and Data as well as the business Digital teams to provide a seamless service across all aspects of Technology.
• Assists in the IT operational management of specific supplier’s service across all platforms and technologies to ensure that the agreed SLA and KPI are achieved, and that service stability is maintained.
• Ensure effective management and resolution of service issues with the specified supplier in line with service level targets, based on business priority with clear ownership, regular communication and effective engagement of suppliers in line with the Incident Management process.
• Identify and management the Continuous Service Improvement plan with both internal and specified supplier teams, informed by both the monitoring of service usage and performance, as well as using analysis and insight in order to pre-empt future issues.
• Provide senior management point of contact for on call/out of hours incident support.

What We’re Looking For

• Outsourced IT Services: Demonstrable experience of delivery management of outsourced IT services including as part of a full Business Process Outsourced arrangement
• Service Performance Management: Ensure that IT services are delivered effectively and meet agreed service levels.
• Stakeholder Engagement: Act as the primary point of contact for senior stakeholders, ensuring their needs are understood and met.
• Continuous Improvement: Lead initiatives to improve service delivery processes, tools, and practices.
• Incident and Problem Management Oversight: Oversee the resolution of major incidents and problems, ensuring root cause analysis is conducted and preventative measures are implemented.
• Team Leadership and Development: Manage and mentor service delivery teams, fostering a culture of accountability, collaboration, and customer-centricity.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

We’re reviewing applications as they come in, so apply early to avoid missing out.

Find out more about our application process at Guide for Candidates and talk to our colleagues at www.thephoenixgroup.com/careers/talk-to-us