🔁SERVICE DELIVERY MANAGER 

Take ownership of high‑impact, customer‑facing IT services and ensure they’re delivered seamlessly and to the highest standards. As a Service Delivery Manager, you’ll sit at the heart of service excellence—balancing operational performance, customer relationships, and continuous improvement.

🕰️Hours: 35 hours per week

📅Shift pattern: Monday - Friday 09:00-17:00

💸Salary: competitive salary

📍Location: Hybrid New Milton ( 2/3 days a month)

📆Start Date : May 2026

⚠️Please note that this role is subject to pre‑employment screening, including Right to work checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.

🌍This role is a UK based role and any hybrid/remote work must also be within the UK.

🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟

😎Appello 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

✅ WHAT WE ARE LOOKING FOR

🧠 Experience

• Demonstrable experience delivering managed services

• Strong stakeholder engagement and relationship management capabilities

• Solid understanding of IT Service Management (ITSM) frameworks

🎓 Qualifications & Training

• Relevant ITIL certification (desirable)

🛠️ Skills & Knowledge

• Strong service delivery capability with a customer‑first mindset

• Clear, confident communicator and strong team collaborator

• Excellent time management and organisational skills

• Interest in automation and improving service efficiency

• Strong leadership, interpersonal, and influencing skills, with the ability to lead decisively when required

🌟 Personal Attributes

• Strategic thinker who can translate vision into practical, deliverable actions

• High energy, resilient, and confident operating in high‑pressure situations

• Skilled negotiator with the ability to handle sensitive matters with tact and diplomacy

• Comfortable working independently while collaborating effectively with wider teams

• Highly organised with strong attention to detail and ability to manage competing priorities

• Customer‑focused, adaptable, and solutions‑driven with strong analytical and problem‑solving skills
  

🔁THE ROLE

The Service Delivery Manager is responsible for the end‑to‑end delivery of customer‑facing IT services, ensuring contractual commitments, service level agreements, and customer expectations are consistently met and exceeded. Acting as the primary point of accountability, the role oversees service performance, leads regular service reviews, and fosters strong, collaborative relationships with customers and internal delivery teams.

You will manage service contracts and SLAs, maintain comprehensive service documentation and review packs, and work closely with Service Assurance to identify, agree, and deliver Service Improvement Plans. During major incidents, you will play a key role in maintaining service stability through clear, confident customer communication.

Championing ITIL best practices, the role also supports the transition of new and changed services into live operation, ensuring services are fully operationally ready from day one. This is a hands‑on, customer‑focused role that blends service management expertise with proactive engagement, focused on delivering high‑quality managed services and continuously strengthening customer relationships.

🔧 Service Performance & SLAs

• Own end‑to‑end service performance against contracts, SLAs, KPIs, and targets

• Lead by example with hands‑on, customer‑focused leadership and problem‑solving

• Lead contract and SLA reviews, producing accurate Service Review Packs

• Monitor performance, incidents, and trends to identify risks and improvement opportunities

🚨 Incident, Problem & Service Stability

• Support major incidents with a strong focus on customer communication and expectation management

• Ensure Post‑Incident Reviews are completed and recurring issues are reduced

🔄 Service & Continuous Improvement

• Identify service improvement opportunities using customer feedback and service data

• Support or lead Service Improvement Plans with Service Assurance and operational teams

• Report progress and outcomes to key stakeholders

🤝 Stakeholder Engagement & ITIL

• Act as the primary operational interface for customers and internal delivery teams

• Champion ITIL‑aligned ways of working and support service transition for new and changed services

READY TO APPLY ✅

If you are interested in this role please upload your CV and answer a few questions about yourself.

OTHER INFORMATION

This is an exciting time at  the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.