Service Delivery Manager - (8222)

We are recruiting a Service Delivery Manager to join a growing Service Management team within a transforming IT & Digital (IT&D) Directorate!

If you possess a customer-first mindset and strive to deliver exceptional results by fostering strong relationships, and ensuring services are optimised to support the University's strategic objectives, we are keen to hear from YOU.

As IT&D, we help to create the University of the future by co-designing new ways of working, enhancing productivity, reducing complexity, supporting innovation and providing the insights to drive continual improvement. Embracing a digital future in an evolving modern university, the Service Delivery Manager will be working in partnership with our academic and professional colleagues to deliver digital and IT services that help the University achieve its strategic objectives in teaching and research, nationally & globally.

About the Team:

Reporting to the Head of IT Service Delivery, you will be part of a team of four IT Service Delivery Managers, each with a responsibility for one or more portfolios of services. This is a great opportunity to learn about university operations and higher education in general by working closely with a diverse range of stakeholders at all levels of the organisation, including the Service Management Office, Architecture, Infrastructure, Software Engineering, Project Management Office and all teams involved in the delivery of the portfolio, business service owners and colleagues across the University.  

It is an exciting phase to join the organisation at a time of transformation, to help us realise our service excellence ambitions, embracing a digital future in a great modern university!

About the Role:

As a Service Delivery Manager, you will work collaboratively in a matrix structure with stakeholders across the University and suppliers, to deliver effective end-to-end services, including the following activities:

• Ensure projects within your portfolio(s) are effectively transitioned into service.
• Ensure live services meet service levels and deliver value to the University.
• Facilitate regular service reviews with internal and external stakeholders.
• Develop service improvement plans and drive continual service improvement.
• Proactively manage risks relating to the effective delivery of services.
• Provide leadership for high priority incidents, problems, changes and escalations.

About You:

With a passion for IT service management, customer service, and continual service improvement, you will be always looking for ways to enhance service delivery and ensure customer satisfaction.

The ideal candidate will:

• Have excellent matrix leadership skills, with a significant range of IT service management knowledge (particularly practical knowledge of ITIL and other best practices), coupled with impressive communication skills.
• Are a critical thinker, data-savvy, and enjoy finding solutions to complex organisational problems by engaging and empowering others.
• Excel at facilitating discussions, understanding and challenging different perspectives, working collaboratively across a diverse range of teams, and encouraging a culture of high-quality service performance and organisational learning.
• Possess a strong ability to manage services end-to-end, ensuring that service delivery aligns with business outcomes and customer value propositions. Have a clear understanding of how services drive customer success and are proactive in managing, refining, and enhancing services to meet evolving business needs. You are dedicated to not just maintaining service levels, but continuously driving improvements that lead to tangible value for the organisation.
• Experience of contributing in the strategic implementation of an ERP system, demonstrating their ability to ensure the successful delivery and integration of large-scale systems into service operations.

(For a full list of essential and desirable criteria please refer to the Candidate Pack provided below)

To Apply:

Please submit your CV and covering letter to our application portal, ensuring you detail how you meet the relevant criteria. For informal enquiries, please contact Lynette Daniels on L.Daniels@mmu.ac.uk

We would love to hear from you if you would like to join our team and share our ambition!

Manchester Metropolitan University fosters an inclusive culture of belonging that promotes equity and celebrates diversity. We value a diverse workforce for the innovation and diversity of thought it brings and welcome applications from local and international communities, particularly those from Black, Asian, and Minority Ethnic backgrounds, people with disabilities, and LGBTQ+ individuals.

We support a range of flexible working arrangements, including hybrid and tailored schedules, which can be discussed with your line manager. If you require reasonable adjustments during the recruitment process or in your role, please let us know so we can provide appropriate support.

Our commitment to inclusivity includes mentoring programmes, accessibility resources and professional development opportunities to empower and support underrepresented groups.