Service Delivery Manager

Sparta Global are hiring 5 Service Delivery Managers to take ownership of live operational services, ensuring consistently high levels of service performance, customer satisfaction and adherence to agreed SLAs.

This will be a 12 Month FTC, before a potential conversion to a permanent role, and will require 2 days per week on-site in Birmingham.

The role will act as a key point of contact between customers, internal delivery teams and third-party suppliers, providing strong service governance and driving continuous improvement across the service environment.

Key Responsibilities

• Take ownership of the day-to-day delivery and performance of live services.
• Monitor service performance against agreed SLAs, KPIs and operational targets.
• Lead regular service reviews and governance meetings with customers and internal stakeholders.
• Manage major incidents, problems and service escalations, ensuring effective resolution and clear communication.
• Identify recurring service issues and drive root cause analysis and preventative actions.
• Build and maintain strong relationships with customers, acting as a trusted point of contact for service-related matters.
• Manage third-party suppliers and partners, ensuring contractual and service obligations are met.
• Produce clear service reporting covering performance, risks, incidents, trends and improvement activity.
• Drive continual service improvement initiatives to enhance service quality, resilience and customer experience.
• Ensure service management processes align with ITIL principles and organisational standards.
• Coordinate effectively across technical, operational and business teams to resolve issues and maintain service continuity.

Experience & Skills

• Experience working within managed services or complex operational environments.
• Strong client-facing service leadership experience.
• Good knowledge of ITIL principles and service management processes.
• Strong SLA, KPI and service performance management capability.
• Experience managing incident, problem and escalation processes.
• Strong service governance and reporting experience.
• Experience managing third-party suppliers and external service providers.
• Excellent customer and stakeholder relationship management skills.
• Strong communication, organisation and problem-solving capability.