Job Details
Job Title
Senior Service Delivery Manager
Reference Number
Ref-26359
Location
Remote
Contract Type
Full-Time Permanent
Salary
£60000 per Annum
Closing Date
07/03/2025
JOB TITLE: Senior Service Delivery Manager
SALARY: £60,000 + £5,000 car allowance
LOCATION: Remote in the North of England
BENEFITS: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program and many more.
Established in the 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector.
We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt, and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.
At XMA we are looking for an experienced and highly skilled Senior Service Delivery Manager to provide outstanding leadership to our service delivery team and ensure the successful delivery of services to key customers. As the Senior Service Delivery Manager you will play a critical role in overseeing the end-to-end service delivery process, fostering strong client relationships, and driving continuous improvement initiatives. This is a senior leadership position that requires exceptional communication, leadership, and problem-solving skills.
JOB SPECIFICATION: Senior Service Delivery Manager
The responsibilities include, but are not limited to:
• Providing strategic direction and leadership to the service delivery team, ensuring the team's alignment with organizational goals and objectives
• Overseeing the implementation of service delivery best practices and standard operating procedures to optimize service quality and efficiency within the team
• Fostering a customer-centric culture within the team and promote a strong focus on customer satisfaction
• Establishing and maintaining strong relationships with the client, acting as their primary point of contact for service-related matters
• Conducting regular meetings with the client to review service performance, address concerns, and identify opportunities for improvement
• Proactively engaging and understanding their evolving needs and ensure that our services align with their business requirements
• Monitoring and analysing service delivery metrics, including SLAs, KPIs, and customer feedback, to assess performance and identify areas for improvement
• Collaborating with internal teams to resolve service delivery issues and implement corrective actions in a timely manner.
• Driving initiatives to enhance service delivery processes, reduce operational risks, and increase overall service efficiency.
REQUIREMENTS: Senior Service Delivery Manager
We are looking for someone with proven experience (typically 5+ years) in service delivery management, preferably in a technology or IT services environment.
• Demonstrated success in managing complex client relationships and leading service delivery teams
• Strong understanding of service delivery processes, ITIL, and industry best practices
• Exceptional communication, negotiation, and conflict resolution skills
• Ability to analyze data and metrics to drive data-based decision-making
• Experience in driving process improvement initiatives and achieving service excellence
• ITIL certification or related qualifications are advantageous.
This is a remote based job supporting a customer in Leeds so the successful applicant will need to live in the North of England with easy access to Leeds/ West Yorkshire.
Keywords: Service Delivery Management, Best Practice, Change, SLA, ITIL, ITIL Certified, IT Service Management, IT Service Delivery, Incident Management, IT Management, IT Strategy, Problem Management, IT Operations, Project Delivery
“We are proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, colour, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law.
We are also proud to be a Disability Confident Level 2 Employer which means that we are committed to inclusive and accessible recruitment practices, ensuring that individuals with disabilities are given equal opportunities to thrive in our workplace. As part of our commitment, we participate in the Guaranteed Interview Scheme, which guarantees an interview to any candidate with a disability who meets the minimum criteria for the role. Join us and be part of a diverse and supportive team where your skills and talents are valued.
If you have any such requirements, please do not hesitate to contact us on our email which is training@xma.co.uk where we will be happy to action your requests.”
Established in the 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector.
We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.
