Methods
Service Delivery Manager
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Service Delivery Manager
About the Role
The Service Delivery Manager has overall responsibility for day-to-day customer engagement and the delivery of a high-quality service to customers in line with the scope of support contracts.
Within Managed Services, they ensure:
- Business-as-usual activity is delivered within agreed service levels
- Acting as a direct point of contact with key stakeholders
- Taking ownership and driving continuous service improvement for designated customers
Methods Business and Digital Technology Limited
Methods is a £100M+ IT Services Consultancy specialising in delivering digital transformation. We partner with UK government departments and agencies, ensuring public-sector efficiency through people-centred, secure solutions designed for the future.
What sets us apart is our human touch. At the heart of everything we do are people, technology, and data—inge alzenean oclusive vitaler and sustainable impact for our clients, staff, communities, and the planet.
We collaborate closely with clients, sharing expertise and problem-solving together while fostering a fun and inclusive culture. We embrace learning from mistakes, growing with every challenge.
Previously focused on public-sector work, we are now expanding our private-sector client portfolio.
Methods was acquired by Alten Group in early 2022.
Accountabilities
- Ensuring that the contracted scope of support for designated customers is clearly understood
- Engaging with customers daily as the key point of contact for queries, requests, and escalations
- Aligning internal teams with customer needs and priorities
- Ensuring high-quality service delivery and minimising complaints
- Guiding continuous service improvement initiatives
Responsibilities
- Act as a Customer liaison between designated customers and support teams, responding to needs or escalating as required
- Ensure contracted Managed Services operate within agreed scopes and service levels
- Monitor key performance indicators, such as SLAs, KPIs, and CSATs
- Contribute to SLA breach monitoring and apply corrective actions
- Plan and execute return-to-green procedures to restore service compliance
- Attend Monthly Service Reviews, capturing actionable insights
- Identify and mitigate service risks preemptively
- Forecast increases/decreases in demand and report to management
- Support department-wide continuous improvement strategies
- Oversee Customer-specific service enhancements
- Analyze negative feedback (e.g., low CSAT scores) and escalate to senior teams
- Collaborate with the Account Management Team for optimal business outcomes
- Maintain a balance between cost, quality, and customer experience
- Strengthen internal/external relationships (both within Methods and at client sites)
- Perform other duties as required for the organisation
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Requirements
Essential
- In-depth knowledge of ITIL and experience in an IT Service Management environment
- Direct experience managing customer experience from support (Service Desk) and delivery teams
- Proven track record as an Agile Delivery Manager—leading development teams and managing backlogs
- Strong command of Agile Methodology and Project Management
- Outstanding customer relationship skills (including senior stakeholder interactions)
- Experience building strong internal/external stakeholder relationships and influencing outcomes
- High-pressure adaptability with excellent time management for tight deadlines
- Exceptional organisation, multitasking, and customer service skills
- Strong decision-making and problem-solving abilities
- Demonstrated ability to work independently
- Deep proficiency in Windows applications and MS O365
- Familiarity with ITSM tools (ServiceNow, Hornbill, FreshService, Zendesk, etc.)
Desirable
- ITIL V3/V4 certification (Intermediate or above preferred)
- Broad knowledge of IT industry best practices and standards
- Advanced technical skills (e.g., Project and Visio alongside Core MS Office)
- Experience in continuous improvement, project management, and service remediation
- Understanding of service quality metrics
- Track record for designing and executing remediation plans and ensuring actionable outcomes
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Benefits
We take pride in cultivating a supportive, engaging, and collaborative culture that fosters growth.
Career Development
- Unlimited autonomy to develop skills and experience
- Access to exciting projects with meaningful societal impact
- World-class leadership and opportunities to thrive
- Supportive and collaborative work environment
Training & Learning
- LinkedIn Learning for professional development
- Management development program
- Bespoke team training initiatives
Employee Well-being
- 24/7 confidential Employee Assistance Program
- Up to 25 days annual leave, plus bank holidays
- Option to purchase 5 additional leave days annually
Personal & Social Engagement
- Flexible working, including remote and part-time options
- Thriving social culture: office parties, Breakfast Tuesdays, Monthly Pizza Thursdays, Thirsty Thursdays
- Commitment to supporting local charities and community causes
Financial & Health Perks
- Volunteer days (2 per year, paid)
- Pension Scheme:
- Salary Exchange: 4% employer contribution + 5% employee contribution
- Life insurance equal to 4x base salary
- Comprehensive private medical insurance (including dependents)
- Worldwide travel insurance (non-contributory, family-inclusive)
Work-Life Support
- Season ticket loan and cycle-to-work scheme
- Enhanced maternity and paternity leave
For a comprehensive list of benefits, visit: https://www.methods.co.uk/en-gb/methods-careers.
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