How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Position: Service Delivery Manager
About the Role
The Service Delivery Manager holds overall responsibility for day-to-day customer engagement and the delivery of a high-quality service to customers in line with the agreed scope of support contracts.
Based within Managed Services, they ensure business-as-usual (BAU) activity is delivered on time and to the required service levels, acting as the direct point of contact for key stakeholders. They take ownership of continuous service improvement for designated customers, driving efficiency and satisfaction.
Accountabilities
- Ensuring the contracted scope of support for assigned customers is clearly understood and actioned
- Engaging with designated customers daily as the primary point of contact for queries, requests, and escalations
- Aligning internal teams with customer needs and priorities, ensuring effective communication
- Delivering a high-quality service and minimising complaints or service delivery issues
Responsibilities
- Act as the Customer liaison, ensuring smooth communication between customers, support teams, and internal stakeholders
- Ensure delivery remains within contracted scope for assigned customers
- Monitor and report on SLA compliance, KPIs, and CSAT metrics to ensure consistent service quality
- Contribute to SLA breach monitoring, applying corrective interventions as needed
- Plan and execute Return-to-Green plans when services fall outside agreed parameters
- Attend Monthly Service Reviews, capturing action items for service improvement
- Proactively identify service risks and propose mitigation strategies
- Anticipate changes in demand and report these to the Account Management Team
- Collaborate on department-wide continuous improvement initiatives
- Lead Customer-specific Continuous Service Improvement projects
- Monitor negative CSAT scores or feedback, escalating concerns to senior management
- Work closely with the Account Management Team to align service delivery with business outcomes
- Balance cost, quality, and customer experience in Managed Services delivery
- Build and maintain professional relationships with internal teams, customers, and third-party providers
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
- Perform any additional duties commensurate with the role, as required by the organisation.
Requirements
Essential
✅ Working knowledge of ITIL service management ✅ Hands-on experience as a Service Desk manager or similar customer-facing role ✅ Experience in an Agile Delivery Manager capacity (guiding dev teams and managing backlogs) ✅ Strong Agile and project management skills ✅ Proven ability to build strong customer relationships, particularly with senior stakeholders ✅ Experience developing relationships with internal and external stakeholders ✅ Ability to thrive under pressure with excellent time management and deadline-driven work ✅ Proficiency in Windows applications and MS O365 Suite ✅ Familiarity with ITSM tools (e.g., ServiceNow, Hornbill, Zendesk) ✅ Strong communication and active listening skills
Desirable
🔹 ITIL V3/V4 certification (Intermediate or advanced preferred) 🔹 In-depth knowledge of IT industry best practices and governance standards 🔹 Proficiency in Microsoft Project and Visio 🔹 Experience in continuous improvement projects, including quality metrics tracking 🔹 Track record in designing remediation plans to resolve efficiency gaps
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Benefits
Methods is invested in its people, supporting professional growth and work-life balance.
Development & Growth
- Autonomy to develop skills and experience
- Access to LinkedIn Learning, training, and a management development programme
- Involvement in exciting, socially impactful projects
Workplace Culture & Values
- Inspiring leadership and collaborative environment
- Supportive team culture and thought-provoking growth opportunities
Flexibility & Wellbeing
- 24/7 confidential Employee Assistance Programme (EAP)
- Flexible working, including hybrid and part-time options
Social & Fun
- Office events, breakfast Tuesdays, pizza Thursdays, Thirsty Thursdays
- Charity and community involvement programmes
Time Off
- 25 days annual leave + bank holidays
- 5 optional extra days to purchase each year
Additional Perks
- 2 paid volunteering days per year
- Pension scheme with salary exchange (4% employer, 5% employee contribution)
- Life Assurance covering 4x base salary
- Non-contributory Private Medical Insurance (covers spouse/dependents)
- Non-contributory Worldwide Travel Insurance (spouse/dependents included)
- Enhanced Maternity & Paternity Pay
- Season ticket loan and cycle-to-work scheme
For the full list of benefits, visit Methods Careers Page.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills