Incident manager Work, Jobs in Tile Hill, War (with Salaries)

Service Delivery Manager
Novem Limited —Coventry
- £40,000 - £55,000 a year
- Full-time
- Azure
- Management
- IT
- Bereavement leave
- Life insurance
Quick apply
IT Service Manager
NFU Mutual —Stratford-upon-Avon
- Up to £60,000 a year
- Full-time
- Hybrid work
- IT
- Financial services
- Annual leave
- Employee discount
13d
Lead Service Manager
Coventry Building Society —Coventry
- £65,600 - £85,000 a year
- Full-time
- Hybrid work
- DevOps
- Microsoft Office
- Agile
6d
Administration Manager based at Charnwood House, Coventry
MHA —Coventry
- £36,047 a year
- Full-time
- Microsoft Outlook
- Customer service
- Organisational skills
- Annual leave
11d
Health Records Logistic Operative
SWFT Clinical Services Ltd —Warwick
- £25,989.13 a year
- Full-time
- Employee assistance programme
- Employee discount
3h
MS365 Platform Manager
National Gas —Warwick
- £70,000 a year
- Full-time
- Azure
- Contracts
- SharePoint
1d
HSE Manager (Manufacturing)
Warwick Nub News —Leamington Spa
- £60,000 a year
- Assembly
- Leadership
- Communication skills
6d
Operational Support Manager, Medicine
University Hospitals Coventry and Warwickshire NHS Trust —Coventry
- £39,959 - £48,117 a year
- Full-time
3h
Hygiene Manager
BidvestNoonan —Coventry
- £50,000 a year
- Full-time
- Bakery
Quick apply
Head of Transformation - Oldbury
DPD Group UK —Oldbury
- £119,000 a year
- Full-time
- Free parking
Quick apply
1d
ICES Team Manager
Warwickshire County Council —Warwick
- £48,226 - £50,269 a year
- Part-time
- English
- Leadership
- Annual leave
- Employee discount
1d
Change Lead - Oldbury
DPD Group UK —Oldbury
- £80,000 a year
- Full-time
- Free parking
Quick apply
1d
Contract Manager
Birmingham Airport —Birmingham
- £52,000 a year
- Maintenance
- Free parking
- Employee assistance programme
11d
Service Delivery Manager
Convergence Group —Solihull
- £40,000 - £60,000 a year
- Full-time
- Hybrid work
- Customer service
- IT
- Communication skills
Quick apply
Service Analyst
M Group —Coventry
- Microsoft Excel
- Microsoft Outlook
- Annual leave
- Employee assistance programme
Investigation Support Manager
WM Trains —Birmingham
- £50,000 - £55,000 a year
- Full-time
- Microsoft Office
- Employee assistance programme
7d
Health and Safety Advisor
Coventry City Council —Coventry
- £39,152 - £46,142 a year
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
13d
Fleet Manager
BELFOR UK Ltd —Tamworth
- £52,000 - £55,000 a year
- Full-time
- Travel
- In-person
- Leadership
- Free parking
- Life insurance
Quick apply
Head of Estates
Swanton Care and Community —Wainbody
- £60,000 a year
- Management
- Maintenance
- Organisational skills
7h
Transformation Office Manager
DPD Group UK —Oldbury
- £80,000 a year
- Full-time
- Project management
- Leadership
- Free parking
Quick apply
1d

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Service Delivery Manager

Novem Limited
Coventry

Quick apply

Job details

Permanent | Full-time
£40,000 - £55,000 a year

Benefits

Company pension
Company events
Paid volunteer time
Enhanced maternity leave
Bereavement leave
Enhanced paternity leave
Life insurance
Referral programme
Sick pay
On-site parking

Qualifications

Azure
Management
ITIL
Kaizen
IT
Root cause analysis
Leadership
Communication skills

Full job description

Overview
The Service Delivery Manager is responsible for leading service delivery and operations across two of our Midlands teams. The role combines operational leadership, client engagement, and team integration, ensuring customers receive a consistent, high-quality experience while building a unified, motivated and productive team.

You will lead service teams responsible for ticket resolution, major incidents, problem management, monitoring and small projects. While a technical background is required, the primary focus of the role is leadership, service excellence and continuous improvement rather than hands-on technical resolution.

A core part of the role is aligning teams into a single operating model, setting clear standards, building capability through training, and identifying future leaders and technical superstars within the team.

Our Vision

An ambition to be the go-to partner for UK SMEs in managed IT, cyber resilience, and telecoms - by building a skilled, passionate team, implementing the best technology solutions, and staying committed to doing things right, efficiently, and with integrity.

Our Values

Passion - A deep enthusiasm for technology and an unwavering drive for personal and business growth.
Trust - Building reliable, transparent relationships with customers and team members
Collaboration - working effectively internally and with customers, as one unified team
Kaizen - embracing continuous improvements everyday through learning, innovation and feedback

Responsibilities

1. Service Delivery & Operations

Overall responsibility for service delivery and operational performance across the Midlands region.
Ensure agreed service levels (SLAs) are met or exceeded across all customers.
Accountable for major incidents management and escalations, ensuring clear communication to customers and internal stakeholders.
Identification of problems and subsequent root cause analysis.
Track, analyse and report on service performance using KPIs and operational metrics.
Identify, prioritise and deliver service improvement initiatives to improve customer experience and efficiency.
Ensure consistent use of service desk tools, systems, processes and SOPs.
Work in tandem with peer service delivery managers to ensure group wide consistency.
Provide inter-group support in line with business and client requirements.

2. Client Engagement & Technology Planning

Act as a senior point of contact for allocated clients, owning service relationships at an operational level.
Participate in customer service reviews, ensuring clear reporting, actions and follow-up.
Work with clients and account sales teams on technology planning and roadmap discussions, supporting longer-term improvement and alignment with business goals.
Own customer escalations, ensuring issues are resolved professionally and root causes addressed.
Work closely with sales and projects teams to ensure smooth handover and ongoing service alignment.

3. Team Leadership & People Management

Direct line management of service delivery and engineering staff.
Recruit, onboard and develop new team members in line with regional growth plans.
Conduct regular 1‑to‑1s, appraisals and development reviews.
Create and maintain personal development plans for team members.
Build engagement, accountability and a strong customer-first culture within the team.

4. Team Integration & Alignment

Build an aligned and productive service team following recent acquisitions.
Lead the integration of people, processes and ways of working across two service teams.
Define, implement and embed a single operating model for service delivery across the region.
Set clear standards for service delivery, customer interaction, documentation and team performance.
Implement and oversee training programmes to upskill team members and close capability gaps.
Support future acquisition onboarding and alignment.

5. Communication & Stakeholder Engagement

Represent the teams in internal management meetings.
Provide clear, concise reporting on service performance, risks and improvement plans.
Liaise with vendors and third parties where escalation or service coordination is required.

Requirements

Minimum 5 years’ experience in a leadership or management role within IT service delivery.
Experience working within an IT Managed Service Provider environment.
Proven ability to lead, motivate and develop multi-skilled teams.
Strong experience in client engagement and stakeholder management.
Experience running service reviews and managing customer expectations.
Strong understanding of IT service management principles (ITIL fundamentals).
Experience setting, managing and reporting against KPIs.
Highly organised with excellent written and verbal communication skills.
Solid understanding of IT fundamentals including infrastructure, M365 and Azure, networking, telephony, cyber security and business continuity.

Desirable Skills & Experience

Experience working through post-acquisition team integration or organisational change.
Experience with Kaseya stack - Autotask PSA, Datto RMM and IT Glue.
Formal leadership or management training
TIL Practitioner certification.

Pay: £40,000.00-£55,000.00 per year

Benefits:

Bereavement leave
Company events
Company pension
Enhanced maternity leave
Enhanced paternity leave
Life insurance
On-site parking
Paid volunteer time
Referral programme
Sick pay

Application question(s):

Do you have a minimum of 5 years' experience in a leadership or management role within IT service delivery?
Do you have experience of working within an IT Managed Service Provider?
Can you commute to the Coventry office?

Work Location: In person

Quick apply

Refine Your Search

incident manager jobs in tile hill, war

Service Delivery Manager

IT Service Manager

Lead Service Manager

Administration Manager based at Charnwood House, Coventry

Health Records Logistic Operative

MS365 Platform Manager

HSE Manager (Manufacturing)

Operational Support Manager, Medicine

Hygiene Manager

Head of Transformation - Oldbury

ICES Team Manager

Change Lead - Oldbury

Contract Manager

Service Delivery Manager

Service Analyst

Investigation Support Manager

Health and Safety Advisor

Fleet Manager

Head of Estates

Transformation Office Manager

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