Service Delivery Manager

Service Delivery Manager

Location: Basingstoke (Onsite 5 Days a week - Monday to Friday)

This role requires candidates to hold high level UK Government Security clearance.

Are you a positive individual with a creative attitude that can deliver results for the customer Can you take ownership of tasks anticipate and identify potential issues leading to service improvements Do you have experience in IT support environments Incident Management and/or system management of secure IT solutions IT infrastructures application hosting or components that contribute to IT service delivery Do you want to make an impact and change the way the world works Do you have the drive to collaborate and achieve together with committed people to join our Contact Centre Support Team If your answer is yes we want to hear from you!

This is your world and your opportunity to transform it for the better.

Your role

We are looking for an experienced Service Delivery Manager to join a support team based in BSN01. We are looking for an experienced and customer-focused Service Delivery Manager to oversee the delivery of IT services and solutions to internal stakeholders and/or external this role you will ensure the effective management of service operations adherence to SLAs and continuous improvement of IT service performance. The ideal candidate has a good technical background deep knowledge of ITIL practices and a proven ability to manage service teams and client expectations in a dynamic environment.

Key Responsibilities

Oversee end-to-end delivery of IT services across infrastructure support functions and in close collaboration with the customer.

Ensure services are delivered in line with agreed SLAs KPIs and compliance requirements.

Monitor service performance metrics analyse trends and generate detailed reports for internal and client review.

Act as the main point of contact for the customer regarding service delivery and performance.

Manage incident problem and change management processes in accordance with ITIL best practices.

Coordinate with internal IT teams (e.g. infrastructure development support) to resolve issues and implement improvements.

Drive service improvement initiatives based on performance data customer feedback and technology developments.

Manage vendor relationships and third-party service providers where applicable.

Support IT governance compliance and audit-related activities as required.

Your experience

Strong experience in IT service delivery IT operations or client-facing IT roles.

Strong understanding of IT service management frameworks (ITIL v3 or v4 certification preferred).

Experience with ITSM tools such as ServiceNow Jira Service Management or CASD.

Excellent communication stakeholder management and conflict resolution skills.

Demonstrated ability to manage multiple projects and priorities under pressure.

Strong analytical and problem-solving capabilities.

Experience managing cross-functional teams in a complex technical environment.

Achieve together

We are Fujitsu. A Japanese company with a strong set of values and a history of respecting fairness and equality whilst promoting diversity and inclusion. We constantly push ourselves to do more and strive to bring together a diverse mix of perspectives and talents in an inclusive environment where we encourage our people to bring their full self to work. We call this Be Completely You.

We are inclusive. As a responsible business it is important to us that we reflect the diversity of our society and customers. Not only are we a Disability Confident company a Times Top 50 employer for Women and a signatory for the Race at Work Charter we are also committed to the United Nations standards for LGBT.

We are people centric. This means we care about our people (and their families) and appreciate that everyone has a life outside of work. By supporting our people to Work Your Way we empower them to achieve a flexible and respectful approach to work which suits them and our customers best - this could be working hours location or a flexible approach to their working day.

We want you to thrive. If working for a progressive organization with a continuing commitment to diversity and inclusion is important you should apply.

Fujitsu has been recognized as a Disability Confident Leader by the Department of Work and Pensions. This is in recognition of our commitment to recruiting retaining and employing people with disabilities. As a Disability Confident Leader we offer a guaranteed interview to all candidates with disabilities who meet the essential criteria for a role and are experienced at making reasonable adjustments to the recruitment process. Please let me know if you would like further information.

This role will require you to become security cleared to a high level. Please visitNational security vetting: clearance levels - ()

Your benefits:

26 Days annual leave plus public holidays (3 flexible)

Pension Double matching contributions of up to 10%

Life assurance

Companywide incentive plans

Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more.

Perks at work employee discounts

Employee assistance programme/ virtual GP

Recruitment process

The recruitment process consists of a number of stages of interviews

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Email if you would like to apply through the Disability Confident Interview Scheme.

Achieve together:

We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader a Times Top 50 employer for Gender Equality a Top 75 employer for Social Mobility accredited with the Living Wage Foundation and a signatory for the Race at Work Charter but we are also committed to the United Nations standards for LGBTI and a Stonewall Top 100 Employer.

We are people centric: Our work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion.

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