Service Delivery Manager


Manchester M50




The Service Manager oversees the service delivery engagement with LIMA’s support customers and acts as the external interface to LIMA’s Service Desk. Working internally with heads of departments to facilitate and enable improvements in customer service and customer satisfaction, the role requires building strong relationships with customers and being the customer service advocate. 

About You

  • Demonstrable experience in service definition, review and continued improvement

  • Excellent customer facing/customer service skills

  • Excellent time management, prioritisation and organisation skills

  • Demonstrate a ‘can do attitude’ and use of initiative

  • Excellent communication skills both spoken, written

  • Focused and pro-active approach to meeting customer expectations

  • Strong team player

  • Is able to use own initiative

  • Ability to work within a high pressure environment

  • Is able to prioritise busy workload

  • Focused and pro-active approach to meeting customer expectations


  • ITIL v3.0 Foundation (Intermediate preferred)

About the Role

  • Conduct service introduction meetings with new support customers as part of the service onboarding process

  • Produce regular service review reports for aligned customers including SLA and KPI metrics along with capacity management and performance trends

  • Schedule and complete service reviews with aligned service customers including assessing continuous service improvement plans.

  • Liaise and coordinate with relevant technical teams to ensure that Release Management is completed for aligned customers as per the contracted release cycles

  • Acting as a primary escalation point for service delivery and during major incidents for aligned customers ensuring coordination of efforts and effective communication to internal and external stakeholders.

  • Engage with Head of Service Desk and relevant departments following customer service reviews to communicate any necessary actions following customer’s feedback

  • Work with Head of Service Desk to drive service performance improvements LIMA’s service management

  • Work closely with Service Desk, Project Management and Solutions teams to ensure successful service on boarding is completed as per agreed process

LIMA Benefits

  • Pension Scheme

  • Childcare vouchers

  • Cycle to work scheme

  • Birthdays off as a paid holiday

  • Weekly fresh fruit delivery

  • Quarterly social events

  • Company events

  • Charity Committee

  • Death in Service

  • Every Friday Dress Down

  • LIMA Academy Training

  • Manchester Arena Ticket Access

  • Wellbeing days

  • Free eye test


To apply please email your CV and Covering Letter to referencing the job title in the subject line.