Junior Service Delivery Manager

In this role you support the delivery and performance of internal IT services, collaborating with IT teams to keep services stable and aligned with business needs. You will engage in ITIL-informed service management, governance, and reporting, driving improvements based on data and stakeholder feedback. The position offers hands-on exposure to incident support, problem analysis, and service transition activities within a hybrid Hatfield environment. You will work with cross-functional teams to improve service quality, reliability, and user experience, contributing to the wider service delivery goals.

• hybrid work options
• on-site 1-2 days per week
• Disability Confident Committed employer with guaranteed interview scheme

• Track incidents, service issues and trends and escalate when needed
• Support senior colleagues during major incidents and service disruptions
• Drive problem management outcomes including root cause analysis and preventive actions
• Serve as a point of contact for stakeholders and communicate service status
• Prepare service review materials, performance reports, and communications
• Assist with post-incident reviews and action tracking
• Support change requests to existing services and service transitions
• Build relationships with IT and business users to sustain service delivery
• Report on service improvement initiatives and analyze service data
• Identify continual service improvement opportunities from data and feedback
• Escalate risks, issues, or dependencies to senior colleagues

• Basic understanding of IT service management concepts
• Interest in ITIL practices and service delivery environments
• Ability to understand and work with service performance data
• Willingness to learn about infrastructure, applications, and end user services
• Clear written and verbal communication skills
• Ability to work collaboratively with technical and business teams
• Organised approach to tracking actions and follow ups
• Professional and customer focused mindset
• Good organisational and time management skills
• Attention to detail and commitment to quality
• Able to work under guidance and ask for support when required

• Clear written and verbal communication
• Collaborative teamwork
• Organised and detail-oriented
• Basic IT service management concepts
• ITIL practices and service delivery environments
• Understanding of service performance data