Company Description
TBA Group is part of a multi-national group of companies and promotes a creative and dynamic work environment is looking to recruit a Service Delivery Manager on a permanent basis in Doncaster.
Job Description
We’re looking for an experienced Service Delivery Manager to take ownership of live services following go-live and play a key role in strengthening and improving our service function.
This role is responsible for service performance, customer relationships, and the leadership of our 1st and 2nd line support teams. You’ll work closely with customers, Business Analysts, Project Managers, and internal stakeholders to ensure services are stable, well-managed, and continuously improving.
This is a hands-on leadership role. You’ll need to stay close to operational delivery while also driving improvements in service standards, processes, reporting, and overall customer experience.
The role also requires flexibility, including acting as an out-of-hours escalation point for critical customer issues and international travel for face-to-face customer meetings and service reviews.
Key Responsibilities
- Own live service delivery post go-live, ensuring services remain stable, supported, and continuously improving
- Lead and develop 1st and 2nd line support teams, setting clear expectations, standards, and accountability
- Act as the senior operational contact for customers on all live service matters
- Manage service performance against SLAs and KPIs, ensuring visibility and accountability across the function
- Lead major incidents, escalations, and problem management activities through to resolution
- Act as an out-of-hours escalation point for critical incidents where senior ownership and customer communication is required
- Oversee the transition from project delivery into support, ensuring strong handover and service readiness
- Drive continuous improvement across service delivery, support processes, reporting, and governance
- Coordinate releases and change activity into live service in a controlled and customer-focused way
- Lead customer service reviews and contribute to long-term account health and retention
- Travel to customer sites, including international travel, for service reviews and relationship management where required
Qualifications
Skills & Experience
- Proven experience in a Service Delivery Manager or senior operational service role
- Strong understanding of service management frameworks such as ITIL
- Experience managing support teams and leading live service operations
- Strong commercial awareness and customer relationship management skills
- Experience building or improving service processes, governance, and reporting
- Experience using Jira Service Management in a service delivery or support environment
- Comfortable operating both strategically and in day-to-day service detail
- Strong leadership skills with the ability to drive accountability and performance
- Comfortable managing critical escalations, including outside normal business hours when required
- Excellent communication, problem-solving, and stakeholder management skills
Additional Information
Why Join Us
This is an opportunity to take real ownership of live service delivery and play a key role in improving and strengthening how our service function operates as the business continues to grow.
You won’t just be managing service — you’ll be helping raise standards, improve customer experience, and shape how we deliver support long term.
