Service Delivery Manager

Interim Service Delivery Manager – 12 Month FTC

Location: Hybrid (UK)

Salary: £65,000 + benefits

Sector: Enterprise IT / Business Systems

Start: ASAP

About the Role

We are supporting a FTSE30 organisation in the search for an Interim Service Delivery Manager to oversee the operational support and continuous improvement of a broad core application portfolio. This includes systems across Legal, Property, HR, Payroll, Finance, and intranet platforms.

The successful candidate will ensure that services are reliable, secure, high‑quality, and aligned to business needs, while championing customer experience and service excellence.

You’ll play a key role in major incident management, supplier governance, change readiness, and leading application support teams (including 3rd‑party vendors).

Key Responsibilities

Service Delivery & Application Support

• Oversee day-to-day support for business-critical applications.
• Ensure requests, incidents, and problems are handled in line with standards.
• Own support documentation, processes, and enhancements.
• Advise on application security, upgrades, DR, and licensing.

Service Level Management

• Define, monitor, and report against SLAs and KPIs.
• Analyse performance data and initiate improvement actions.
• Negotiate and agree service schedules and priorities.

Team Leadership

• Provide direction, coaching, and support to support teams.
• Allocate work aligned to skills and objectives.
• Foster high‑performance and strong working relationships.

Change Management & Business Readiness

• Lead readiness assessments for deployments and change programmes.
• Support impact assessments, data migration, and training.
• Close readiness gaps prior to go‑live.

Incident & Problem Management

• Lead major incident response and post‑incident reviews.
• Maintain escalation processes and drive root‑cause initiatives.

Stakeholder Engagement

• Build strong relationships with senior stakeholders.
• Lead service review meetings and champion customer satisfaction.
• Drive improvements from user feedback.

Governance & Supplier Management

• Ensure compliance with internal policies and external standards.
• Manage vendor relationships, contracts, and performance.
• Lead risk assessments and mitigation activities.

Skills & Experience Required

• Strong background in Service Delivery, Application Support, or IT Operations roles.
• Expertise in incident, problem, and major incident management.
• Excellent knowledge of service management frameworks and SDLC principles.
• Demonstrated ability to lead teams (direct or matrix) and manage suppliers.
• Clear and confident communication skills with the ability to influence.
• Strong analytical, organisational, and decision‑making skills.
• Able to translate technical issues into business-friendly language.

Personal Attributes

• Proactive, organised, and calm under pressure.
• A collaborative leader and trusted partner to stakeholders.
• Strong problem‑solver with a continuous improvement mindset.
• Able to drive clarity, structure, and accountability across teams.

Interested?

If you’re an experienced Service Delivery Manager available for your next interim role, we’d love to hear from you.

Apply below or via La Fosse today.

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