Service Delivery Manager
Digital Space | Newark, Nottinghamshire | Full-Time | Office-Based or Hybrid
Are you an experienced Service Delivery professional with a passion for driving service excellence and building strong customer relationships? Digital Space is seeking a proactive and results-driven Service Delivery Manager to lead service performance, customer engagement, and continual improvement for our key clients.
About Digital Space
Digital Space is a leading UK-based provider of secure, connected cloud, connectivity, and managed IT services. We help mid-market and enterprise organisations across the public and private sectors transform through tailored digital solutions. Based at our Newark headquarters, we operate our own network operations centre and data centre, ensuring resilient, high-performance service delivery.
The Role
Be the trusted partner of the customer in all operational aspects of service delivery from order validation through to support. As part of the customer assigned team (with the Account Manager) ensure that customers are supported fully so that they see Digital Space as a partner.
Key Responsibilities:
- Service Excellence: Own service performance, driving continuous improvement to enhance customer satisfaction and meet SLAs/KPIs.
- Incident & Problem Management: Coordinate major incidents, lead reviews, resolve root causes, and manage escalations with confidence.
- Customer Relationship Management: Build trusted client relationships, lead service reviews, and align delivery with customer goals.
- Reporting & Insights: Deliver clear, data-driven reporting with actionable recommendations and risk management.
- Service Improvement & Strategy: Own and execute continual improvement plans, identifying optimisation and innovation opportunities.
- Governance & Process: Ensure strong ITSM process adherence (incident, problem, change) aligned to best practice.
- Commercial Awareness: Support contract delivery, manage chargeable work, and identify growth opportunities.
- Collaboration & Communication: Act as the central link between customers, technical teams, and stakeholders, translating complex ideas clearly.
What We’re Looking For
Experience & Skills
- Proven background in Service Delivery or Service Relationship Management within managed services, IT, or telecoms environments
- Experience supporting enterprise or multi-site customers and managing multiple accounts in fast-paced settings
- Strong track record leading cross-functional and virtual teams to deliver service outcomes
- Hands-on experience with major incident management, escalations, and service recovery
- Demonstrated success driving Continual Service Improvement (CSI) with measurable results
- Solid commercial awareness, including SLAs, contracts, and identifying growth opportunities
- ITIL (v3 or v4) certified with strong knowledge of ITSM best practices
- Excellent analytical, reporting, communication, and stakeholder management skills
- Confident decision-maker with strong problem-solving ability in high-pressure environments
Behaviour & Approach
- Customer-focused, proactive, and results-driven with strong ownership and accountability
- Resilient and adaptable, able to perform under pressure and manage changing priorities
- Collaborative and influential, building trusted relationships across all levels
- Continuous improvement mindset with a focus on delivering value and innovation
Other Requirements
- Full UK driving licence
- Willingness to travel across the UK and work flexibly, including occasional unsocial hours and overnight stays
Why Join Us?
We are committed to helping you grow into a high-performing sales professional.
- Salary: £50,000 - £55,000
- Training: Ongoing training and professional development to sharpen your skills
- Culture: A supportive, collaborative, and rewarding team environment
Pay: £50,000.00-£55,000.00 per year
Benefits:
- Additional leave
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Referral programme
Application question(s):
- Please let us know any dates that you are available for interview
- What is your notice Period?
- What are your salary Expectations?
- Please tell us why you would like to work for Digital Space?
- Please advise your Right to Work in the UK status?
- Please advise your current working location? and if you are comfortable with the working location illustrated?
- Additional Requirements
We are committed to ensuring that the organisation removes any unnecessary barriers to the employment of any individual. We recognise that in order to enable all individuals to compete on equal terms, some people may have additional requirements. If you are subsequently invited for an interview, are there any adjustments required to the recruitment process which would assist you? If so, please give details.
By submitting this application, I confirm that the information given in this application is, to the best of my knowledge, correct. I understand that any offer is subject to receipt of satisfactory references, my right to work in the UK and completion of a BPSS/DBS check. I fully understand that if subsequently any information given is found to be false or misleading, the company reserves the right to withdraw its offer of employment or cancel any agreement made. I understand that if this is discovered at a later date, I may be dismissed.
Work Location: Hybrid remote in Newark-on-Trent
