Service Delivery Manager

Methods

Service Delivery Manager at Methods overseeing service delivery and customer engagement for designated accounts. Ensuring compliance with support contracts and fostering continuous service improvement for IT clients in the UK.

Posted 7/1/2026full-timeManchester • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Ensuring that the contracted scope of support for designated Customers is clear and understood
Engaging with designated Customers on a day-to-day basis, acting as a key point of contact for queries, requests and escalations
Ensuring there is an understanding of the needs and priorities for their designated Customers and effectively communicating that internally
Delivery of a high-quality service and high levels of customer satisfaction with our provision – avoiding or minimise complaints about service delivery
Take ownership and act as a Customer liaison between designated Customers and support team, responding to items or escalating as necessary
Ensure contracts are delivering within the scope for the designated Customers(s)
Monitor contracted and agreed Service Quality measures such as SLAs, KPIs or CSATs to evidence high quality of service delivery
Contribute to SLA Breach Monitoring and applying appropriate interventions to avoid breaches where needed
Prepare for and attend the Monthly Service Reviews, capturing actions and items relevant to Service Delivery
Identify and monitor service risks to identify potential issues before taking corrective action to remove or mitigate
Flag anticipated increases or decreases of Demand with the account Management Team
Contribute to internal discussions supporting the department-wide continuous improvement strategy
Manage and monitor Customer-specific Continuous Service Improvement initiatives for designated Customers
If data is available, work with the team to monitor and identify negative CSAT scores/feedback, highlighting to account Management Team when this occurs
Collaborate effectively with the Account Management Team to achieve the best outcomes for the business
Maintain awareness and consider the balance of cost, quality and customer experience when delivering Managed Services
Build and maintain effective professional relationships as required within the team, with Customers, and with third parties involved in service operations
Any other duties as and when required commensurate with organisational position

Requirements

What you’ll need

Working knowledge of ITIL and experience within an IT Service Management environment
Experience of actively managing the customer experience from a Service Desk perspective
Experience of working in agile Delivery Manager capacity - guiding Dev teams and working to a backlog
Understanding of Agile Methodology and Project management skills
Strong customer relationship skills, working with senior service management contacts.
Proven experience in building effective relationships with internal and external stakeholders and ability to bring people with you
Ability to work under pressure with excellent time management skills to meet tight deadlines.
Strong organisation and customer service skills and the ability to multitask.
Decision making skills to resolve issues or make recommendations.
Excellent attention to detail together with a proactive approach to problem solving.
Ability to work independently.
Excellent knowledge of Windows applications and the MS O365 Suite
Knowledge of ITSM tools (ServiceNow, Hornbill, FreshService, Zendesk, etc.)
Strong communication and active listening skills
ITIL V3/V4 foundation certification (Intermediate or higher desirable)
Knowledge of IT industry & best practices and all relevant industry standards
Proficient in the use of the broader Microsoft Office suite, including Project and Visio
Proven continuous improvement experience from a similar role, including project management
Understanding quality service standards and applicable metrics
Experience of designing remediation plans to address productivity and efficiency issues, and track record of following through to ensure closure

Benefits

Comp & perks

Autonomy to develop and grow your skills and experience
Be part of exciting project work that is making a difference in society
Strong, inspiring and thought-provoking leadership
A supportive and collaborative environment
access to LinkedIn Learning, a management development programme, and training
24/7 confidential employee assistance programme
Flexible Working – including home working and part time
office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays, and commitment to charitable causes
25 days of annual leave a year, plus bank holidays, with the option to buy 5 extra days each year
2 paid days per year to volunteer in our local communities or within a charity organisation
Salary Exchange Scheme with 4% employer contribution and 5% employee contribution
Life Assurance of 4 times base salary
Private Medical Insurance which is non-contributory (spouse and dependents included)
Worldwide Travel Insurance which is non-contributory (spouse and dependents included)
Enhanced Maternity and Paternity Pay
season ticket loan, cycle to work scheme

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ITIL KnowledgeProject Management SkillsService Quality MetricsSLA MonitoringCSAT AnalysisRemediation Plan DesignWindows ApplicationsMS O365 SuiteITSM ToolsAttention to Detail

Soft Skills

Strong Communication SkillsActive Listening SkillsTime Management SkillsDecision Making SkillsOrganizational Skills

Certifications

ITIL V3/V4 Foundation Certification