Technology Service Delivery Manager

Role Overview

• Responsible for ensuring seamless, end‑to‑end service delivery across technology services
• Own the full lifecycle of service delivery
• Act as a key point of accountability for service quality, performance, and customer satisfaction
• Collaborate with delivery teams, operational colleagues, and third‑party partners
• Ensure services are designed, transitioned, and operated effectively
• Drive insight‑led improvements that enhance service quality and reduce operational risk
• Maintain a robust, accurate service catalogue
• Manage supplier performance against agreed SLAs and KPIs
• Identify opportunities for continuous improvement, service optimisation, and cost efficiency
• Strengthen service stability, reduce avoidable incidents, and improve overall colleague experience

Requirements

• Strong experience in service delivery or service management
• Clear understanding of service readiness, change, and operational performance
• Comfortable working across multiple stakeholders
• Ability to translate between technical and business conversations
• Confidence holding partners and suppliers to account
• Structured, analytical approach to service performance and reporting
• Proactive mindset and a genuine desire to improve how services are delivered
• Experience of IT service management frameworks (such as ITIL)
• Managing third-party suppliers is highly desirable

Tech Stack

• ITSM

Benefits

• 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
• Annual bonus scheme (of up to £2,225, which is subject to eligibility)
• Family-friendly policies (including a year off fully paid maternity and adoption leave)
• Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
• Sharesave – the chance to buy Severn Trent plc shares at a discounted rate
• Dedicated training and development with our Academy
• Electric vehicle scheme and retail offers
• Two paid volunteering days per year