Sparta Global
Service Delivery Manager
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Sparta Global are hiring 5 Service Delivery Managers to take ownership of live operational services, ensuring consistently high levels of service performance, customer satisfaction and adherence to agreed SLAs.
This will be a 12 Month FTC, before a potential conversion to a permanent role, and will require 2 days per week on-site in Birmingham.
The role will act as a key point of contact between customers, internal delivery teams and third-party suppliers, providing strong service governance and driving continuous improvement across the service environment.
Key Responsibilities
- Take ownership of the day-to-day delivery and performance of live services.
- Monitor service performance against agreed SLAs, KPIs and operational targets.
- Lead regular service reviews and governance meetings with customers and internal stakeholders.
- Manage major incidents, problems and service escalations, ensuring effective resolution and clear communication.
- Identify recurring service issues and drive root cause analysis and preventative actions.
- Build and maintain strong relationships with customers, acting as a trusted point of contact for service-related matters.
- Manage third-party suppliers and partners, ensuring contractual and service obligations are met.
- Produce clear service reporting covering performance, risks, incidents, trends and improvement activity.
- Drive continual service improvement initiatives to enhance service quality, resilience and customer experience.
- Ensure service management processes align with ITIL principles and organisational standards.
- Coordinate effectively across technical, operational and business teams to resolve issues and maintain service continuity.
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Experience & Skills
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Your very own career expert that helps elevate your application to the next level.
- Experience working within managed services or complex operational environments.
- Strong client-facing service leadership experience.
- Good knowledge of ITIL principles and service management processes.
- Strong SLA, KPI and service performance management capability.
- Experience managing incident, problem and escalation processes.
- Strong service governance and reporting experience.
- Experience managing third-party suppliers and external service providers.
- Excellent customer and stakeholder relationship management skills.
- Strong communication, organisation and problem-solving capability.
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