Senior Service Delivery Manager (Working From Home)

5 days a week on site in Hemel Hempstead
Job Profile
We are looking for a dynamic Service Delivery Manager to lead and optimise service delivery across multiple locations.
This role focuses on ensuring consistency, quality, and high performance within the service desk and support teams.
Based in Hemel Hempstead with travel to Manchester, this is a fully office-based position.

Responsibilities
Lead and manage service delivery teams across multiple sites.
Oversee daily operations of service desks, ensuring timely resolution of customer issues.
Monitor service performance to maintain compliance with SLAs and OLAs.
Develop and implement standardised processes for consistent service delivery.
Act as the primary escalation point for customer issues, ensuring swift resolution.
Analyse performance metrics to drive continuous improvement.
Prepare detailed reports on service desk performance and trends.
Foster team collaboration, morale, and professional development.
Conduct site visits to ensure adherence to standards and policies.

Skills/Experience
Essential:
Proven experience in service delivery management and leading service desk teams.
Strong understanding of SLA/OLA management and service performance analysis.
Excellent leadership, communication, and interpersonal skills.
Analytical mindset and ability to implement standardised processes.
Calm under pressure with the ability to reprioritise as needed.
Desirable:
ITIL certification.
Experience with QSR/Retail solutions, POS/EPOS systems, or evolving tech businesses.
Self-starter capable of working on own initiative.