Service Delivery Manager

Appello UK

Service Delivery Manager overlooking the delivery of IT services for Appello. Leading customer relationships and ensuring high standards in service management.

Posted 5/19/2026full-timeNew Milton • 🇬🇧 United KingdomMid-LevelSenior💰 £50,000 - £60,000 per yearWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Take ownership of high‑impact, customer‑facing IT services and ensure they’re delivered seamlessly and to the highest standards.
Oversee service performance, lead regular service reviews, and foster relationships with customers and internal delivery teams.
Manage service contracts and SLAs, maintain service documentation, and work closely with Service Assurance.
Support major incidents with customer communication and expectation management.
Identify service improvement opportunities using customer feedback and service data.

Requirements

What you’ll need

Demonstrable experience delivering managed services
Strong stakeholder engagement and relationship management capabilities
Solid understanding of IT Service Management (ITSM) frameworks
Relevant ITIL certification (desirable)

Benefits

Comp & perks

175 hours holiday plus bank holidays
Private medical Insurance - Individual cover
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme with an easily accessible app!
Family and friends’ discounts on our services & products
Pension Scheme, up to 4% Company matched
Free on-site parking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

managed servicesIT Service Managementservice performance managementservice documentationservice contractsSLAsincident managementservice improvement

Soft Skills

stakeholder engagementrelationship managementcustomer communicationexpectation management

Certifications

ITIL certification