IT Service Delivery Manager

Overview

A thriving software consultancy is seeking an IT Service Delivery Manager based primarily onsite in Greater Belfast, Northern Ireland. The salary ranges between A340,000 and A350,000, complemented with benefits. This pivotal role involves managing customer relationships once services progress into business-as-usual (BAU), acting as the liaison between support teams and customer leads to ensure smooth delivery and effective issue resolution.

Key Responsibilities

• Monitor SLA compliance across all supported services, proactively identifying and addressing risks to meet performance targets.
• Compile and deliver monthly service reports that clearly present support metrics and insights to customers.
• Facilitate regular service review meetings, ensuring all action items are followed up until completion.
• Oversee change management activities for ongoing services by logging requests, assessing impacts, coordinating approvals, and scheduling changes with technical teams.
• Manage problem management processes, including identifying root causes of recurrent issues, maintaining problem records, and reporting on resolution progress.
• Serve as the primary point of contact for customers after services transition into BAU.
• Maintain precise and up-to-date service documentation such as SLAs, contact lists, and reporting materials to support audits and contract renewals.

Candidate Profile

• Previous experience in service delivery, account management, or customer success within IT or technical environments.
• Excellent interpersonal skills, enabling the development of trust and strong relationships with clients.
• Capable of managing challenging conversations around SLA breaches or customer dissatisfaction without damaging rapport.
• Solid understanding of SLA, change management, and problem management frameworks; familiarity with ITIL is advantageous but not mandatory.
• Strong analytical and reporting skills to convert support data into meaningful, customer-friendly narratives.
• Highly organised and self-motivated, comfortable managing multiple clients simultaneously.

Preferred Qualifications

• Experience working with public sector clients or contracts requiring formal KPI and governance compliance.
• Hands-on collaboration with support or service desk teams, even without direct supervisory roles.
• Knowledge of IT service management platforms such as Jira Service Management, Freshservice, or ServiceNow.

Personal Attributes

• Approachable, empathetic, and genuinely interested in fostering positive client relationships.
• Composed and confident in navigating difficult discussions while preserving customer satisfaction.
• Dependable, accountable, and consistent in fulfilling commitments.
• Organised and efficient in juggling multiple client accounts and priorities.