IT Service Delivery Manager
Northern Ireland
Primarily onsite (Greater Belfast)
£40,000-£50,000 + benefits
We are working with a growing Software consultancy. They have a new requirement for an IT Service Delivery Manager.
In this exciting role, you will own the customer relationship once a service has gone live and moved into business-as-usual (BAU). You sit between the support team and each customer's lead contact with a focus on making sure delivery stays on track, problems get resolved, and customers always know where they stand.
This is a key requirement with a focus on delivery excellence..
Responsibilities include:
- Own SLA performance across all supported services, tracking compliance and driving corrective action when targets are at risk.
- Produce and present monthly service reports, translating support data into a clear, evidenced narrative for each customer.
- Plan, chair and follow up on regular service review meetings, ensuring actions are tracked to closure.
- Own the change management process for in-life services: logging, assessing impact, coordinating approval and scheduling with the technical team.
- Own the problem management process: identifying root causes of recurring incidents, tracking problem records, and reporting resolution progress.
- Act as the primary relationship owner for each customer's lead contact once a service transitions into BAU
- Maintain accurate service documentation, including SLAs, contact registers, and reporting packs, ready for audit or renewal discussions.
The Person:
- Experience in a service delivery, account management, or customer success role within an IT, managed services, or technical environment.
- A confident, personable manner — genuinely warm with customers, and able to build trust and rapport quickly.
- Comfortable owning difficult conversations: managing an SLA breach, an unhappy customer, or an overdue action without letting the relationship suffer.
- Good working knowledge of SLA, change management, and problem management processes (ITIL exposure is a plus, not a requirement).
- Strong reporting skills — able to turn raw support data into something a customer stakeholder finds clear and credible.
- Organised and self-directed, comfortable managing multiple customer accounts in parallel.
Desirable Skills and Experience
- Experience working with public sector customers or contracts with formal KPI/governance requirements.
- Experience working closely with a support/service desk team, even without formal line-management responsibility.
- Familiarity with a service desk or ITSM tool (e.g. Jira Service Management, Freshservice, ServiceNow).
Does this sound like you?
- Warm, approachable and genuinely interested in people, with the ability to build rapport and trust quickly.
- Calm and confident handling difficult conversations, without letting the customer relationship suffer.
- Reliable and accountable, with a track record of following through on commitments.
- Naturally organised, comfortable managing multiple customer accounts and competing priorities in parallel.
If you would like additional information on this opportunity please contact Stephen Ingram directly on
Contact: 028 90 997720
Email : stephen.ingram@exactitresources.com
IT Service Delivery Manager
Northern Ireland
Primarily onsite (Greater Belfast)
£40,000-£50,000 + benefits
We are working with a growing Software consultancy. They have a new requirement for an IT Service Delivery Manager.
In this exciting role, you will own the customer relationship once a service has gone live and moved into business-as-usual (BAU). You sit between the support team and each customer's lead contact with a focus on making sure delivery stays on track, problems get resolved, and customers always know where they stand.
This is a key requirement with a focus on delivery excellence..
Responsibilities include:
- Own SLA performance across all supported services, tracking compliance and driving corrective action when targets are at risk.
- Produce and present monthly service reports, translating support data into a clear, evidenced narrative for each customer.
- Plan, chair and follow up on regular service review meetings, ensuring actions are tracked to closure.
- Own the change management process for in-life services: logging, assessing impact, coordinating approval and scheduling with the technical team.
- Own the problem management process: identifying root causes of recurring incidents, tracking problem records, and reporting resolution progress.
- Act as the primary relationship owner for each customer's lead contact once a service transitions into BAU
- Maintain accurate service documentation, including SLAs, contact registers, and reporting packs, ready for audit or renewal discussions.
The Person:
- Experience in a service delivery, account management, or customer success role within an IT, managed services, or technical environment.
- A confident, personable manner — genuinely warm with customers, and able to build trust and rapport quickly.
- Comfortable owning difficult conversations: managing an SLA breach, an unhappy customer, or an overdue action without letting the relationship suffer.
- Good working knowledge of SLA, change management, and problem management processes (ITIL exposure is a plus, not a requirement).
- Strong reporting skills — able to turn raw support data into something a customer stakeholder finds clear and credible.
- Organised and self-directed, comfortable managing multiple customer accounts in parallel.
Desirable Skills and Experience
- Experience working with public sector customers or contracts with formal KPI/governance requirements.
- Experience working closely with a support/service desk team, even without formal line-management responsibility.
- Familiarity with a service desk or ITSM tool (e.g. Jira Service Management, Freshservice, ServiceNow).
Does this sound like you?
- Warm, approachable and genuinely interested in people, with the ability to build rapport and trust quickly.
- Calm and confident handling difficult conversations, without letting the customer relationship suffer.
- Reliable and accountable, with a track record of following through on commitments.
- Naturally organised, comfortable managing multiple customer accounts and competing priorities in parallel.
If you would like additional information on this opportunity please contact Stephen Ingram directly on
Contact: 028 90 997720
Email : stephen.ingram@exactitresources.com