Our client, a renowned leader in the technology sector, is seeking a Service Delivery Manager to join their team. The role involves leading the management, maintenance, and delivery of services related to front office applications for a major programme in the public transport sector. This permanent position focuses on providing technical oversight, operational governance, and high-level coordination to ensure system stability and service excellence.
Key Responsibilities:
- Provide overall leadership for the field equipment support function, ensuring effective delivery of L2 and L3 support services for all front office applications.
- Oversee system performance, availability, and service quality, ensuring compliance with contractual KPIs and technical requirements.
- Act as the senior escalation point for front office-related incidents, major incidents, and complex technical issues, coordinating resolution across system teams and engineering groups.
- Lead high-level engagement with the client on front office operational performance, incident trends, service improvements, and contract governance.
- Ensure strong oversight of daily operational activities, including incident management, ticket prioritisation, queue management, RCA production, and monitoring of performance metrics.
- Provide guidance and strategic direction to team leaders, systems engineers, administrators, and analysts, ensuring robust processes, clear standards, and effective service delivery.
- Drive continuous improvement initiatives, system optimisation, and the implementation of enhancements across the Front Office environment.
- Coordinate resource planning, capacity management, and forecasting with the team leader to ensure readiness and operational efficiency.
- Provide regular reporting to senior management, including performance dashboards, trends analysis, risks, and opportunities for improvement.
Job Requirements:
**Required Skills and Experience:**
- Bachelor's degree (or equivalent) in engineering, IT, computer science, telecommunications, or a related discipline.
- Strong experience leading technical support, IT operations, or application support teams (L2/L3), ideally within transport, ticketing, or mission-critical environments.
- Deep understanding of Front Office systems, field devices, or distributed operational technology.
- Experience managing complex incident lifecycles, including Major Incident management, RCA, and performance reporting.
- Proven leadership experience managing multi-disciplinary technical teams.
- Strong operational governance skills, including KPIs, SLAs, service performance, and continuous improvement.
- Excellent communication and stakeholder management capabilities, especially in customer-facing roles.
- Ability to operate confidently in contractually complex, high-assurance environments.
- Strong analytical and decision-making abilities.
**Desirable Experience:**
- Experience with fare collection systems, transport technology, or revenue device management.
- Knowledge of incident management tooling, ticketing systems, and monitoring platforms.
- Understanding of software and hardware diagnostic processes.
- Experience contributing to system upgrades, operational improvements, or change initiatives.
Benefits:
- Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days)
- 35-hour working week
- Pension - 4% employee and 4% employer
- Private medical insurance (including dental & optical)
- Life assurance
- Income protection
- Employee assistance programs
- Flexible/remote working options
- Charitable initiatives
- Social events (formal & informal)
- Learning and development programs
- Innovative & collaborative work environment
If you are an experienced Service Delivery Manager with a background in IT Service Management and are looking for a new opportunity to further develop your career, we would love to hear from you. Apply now to join our client's dynamic and talented team.