Service Manager

Hays are now looking for a Service Delivery Manager for one of our local clients:

• £377.33 p/d Inside IR35
• Hybrid
• 2-3 days a week in Wiltshire
• All candidates must currently hold SC Clearance

Key Responsibilities

• Maintain full accountability for service performance, delivery excellence, and customer satisfaction.
• Ensure SLAs, KPIs, and quality standards are met, identifying and driving improvement opportunities.
• Support and champion ITIL practices across Incident, Problem, Change and other ITSM processes.
• Build strong relationships with customers, internal teams, suppliers, and third parties.
• Provide clear, accurate reporting and maintain Service Management Plans and documentation.
• Lead regular service reviews and monitor risks, issues, and improvement activities.
• Understand customer needs and promote opportunities that deliver business value.

Skills & Experience

• Proven experience in ITSM Service Delivery or Service Management within an ITIL-compliant environment.
• Strong understanding of IT service management across the life cycle.
• Skilled in service reporting using tools such as Excel, PowerPoint, and PowerBI.
• Good technical appreciation of IT infrastructure and cloud environments.
• ITIL v3/v4 Foundation certified; experience with Agile/Lean practices.
• Strong communication, stakeholder management, analysis, and problem-solving skills.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or please send a copy of your up-to-date CV to

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