Service Delivery Manager

We have a really exciting role opening at Unite Students for a Service Delivery Manager, based in our Bristol Head Office.

We're looking for an experienced and driven Service Delivery Manager to lead the delivery of high-quality, customer-focused IT services across the organisation. This role is central to ensuring stability, efficiency, and continual improvement across our IT operations.

You'll take ownership of core IT Service Management (ITSM) disciplines, including Change, Configuration, Software Asset Management, Major Incident Management, and the Service Desk. Working closely with technical teams and stakeholders, you'll ensure services consistently meet business needs and deliver an excellent user experience.

Service Desk Leadership

• Lead, develop, and manage the Service Desk team, ensuring strong performance and engagement
• Monitor and improve key metrics such as SLA adherence, first-time fix rates, and customer satisfaction
• Ensure a consistent, high-quality support experience for all users
• Implement effective training, shift planning, and escalation processes
• Act as an escalation point for complex or critical issues

Change Management

• Own and evolve the Change Management framework and governance
• Chair or delegate Change Advisory Boards (CAB)
• Review and approve high-risk or emergency changes
• Promote best practices in risk assessment, communication, and scheduling

Configuration & Asset Management

• Oversee the Configuration Management Database (CMDB), ensuring data accuracy and value
• Drive alignment between configuration, change, and asset management processes
• Lead Software Asset Management (SAM), ensuring compliance and optimising software usage and cost
• Take the lead during major incidents, ensuring rapid response, clear communication, and effective resolution
• Support root cause analysis and drive long-term fixes
• Lead post-incident reviews and continuous improvement initiatives

Service Improvement & Reporting

• Own service performance reporting and provide insights to IT leadership
• Identify trends and lead initiatives to improve service quality and efficiency
• Collaborate with project teams to ensure seamless transition into support
• Champion ITSM best practices and a culture of continual improvement

You're a confident and experienced IT service leader with a passion for delivering excellent user experiences. You're comfortable operating in fast paced environments and bring a proactive, solutions focused mindset.

Skills & Experience

• Proven experience leading IT service operations and managing teams
• Strong knowledge of ITIL practices across incident, change, problem, and asset management
• Excellent communication and stakeholder management skills
• Experience with service management tools (e.g. ServiceNow, ManageEngine)
• Strong analytical skills with a track record of managing KPIs and SLAs

Qualifications

• ITIL v4 Managing Professional (or ITIL v3 Expert equivalent)
• Significant experience in IT service leadership roles
• Demonstrated experience in areas such as change governance, SAM, or major incident management

• Calm and effective under pressure, especially during critical incidents
• A strong focus on customer experience and service quality
• A supportive leader who enjoys coaching and developing others

What You'll Get in Return

• A discretionary annual bonus so you can share in the company's success
• 25 days paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service
• A generous pension scheme - employer contributions between 5% and 11% depending on how much you save
• Benefits to support health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with family and friends
• Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non birthing parents
• Other benefits such as an annual ShareSave scheme, Employee Life Assurance, a discounts portal and more