Service Delivery Manager

Service Delivery ManagerTBA Group is part of a multi-national group of companies and promotes a creative and dynamic work environment is looking to recruit a Service Delivery Manager on a permanent basis in Doncaster.Job DescriptionWe’re looking for an experienced Service Delivery Manager to take ownership of live services following go-live and play a key role in strengthening and improving our service function.This role is responsible for service performance, customer relationships, and the leadership of our 1st and 2nd line support teams.

You’ll work closely with customers, Business Analysts, Project Managers, and internal stakeholders to ensure services are stable, well-managed, and continuously improving.This is a hands-on leadership role.

You’ll need to stay close to operational delivery while also driving improvements in service standards, processes, reporting, and overall customer experience.The role also requires flexibility, including acting as an out-of-hours escalation point for critical customer issues and international travel for face-to-face customer meetings and service reviews.Key ResponsibilitiesOwn live service delivery post go-live, ensuring services remain stable, supported, and continuously improvingLead and develop 1st and 2nd line support teams, setting clear expectations, standards, and accountabilityAct as the senior operational contact for customers on all live service mattersManage service performance against SLAs and KPIs, ensuring visibility and accountability across the functionLead major incidents, escalations, and problem management activities through to resolutionAct as an out-of-hours escalation point for critical incidents where senior ownership and customer communication is requiredOversee the transition from project delivery into support, ensuring strong handover and service readinessDrive continuous improvement across service delivery, support processes, reporting, and governanceCoordinate releases and change activity into live service in a controlled and customer-focused wayLead customer service reviews and contribute to long-term account health and retentionTravel to customer sites, including international travel, for service reviews and relationship management where requiredQualificationsSkills & ExperienceProven experience in a Service Delivery Manager or senior operational service roleStrong understanding of service management frameworks such as ITILExperience managing support teams and leading live service operationsStrong commercial awareness and customer relationship management skillsExperience building or improving service processes, governance, and reportingExperience using Jira Service Management in a service delivery or support environmentComfortable operating both strategically and in day-to-day service detailStrong leadership skills with the ability to drive accountability and performanceComfortable managing critical escalations, including outside normal business hours when requiredExcellent communication, problem-solving, and stakeholder management skillsInterested:Apply and hear more about the Service Delivery Manager role.