Service Delivery Manager

The Service Delivery Manager is accountable for the operational performance, governance, and continual improvement of Service Delivery as a formal discipline across the organisation. Operating within the Digital Directorate, the role owns the IT Service Management (ITSM) platform (Halo), leads the transition to mature ITIL-aligned processes, and ensures services are measurable, reliable, and continuously improving. The postholder will own Service Delivery Management not only within Digital, but as an organisational framework extending across other existing service management providers, including Payroll and Learning & Development. The role is responsible for onboarding additional service management functions across the business onto Halo and aligned ITIL processes, ensuring consistency, governance, and transparency in how services are delivered and measured. Interviews will take place on the 24th June via Microsoft teams About the role Your main duties will include:

• The Service Delivery Manager is accountable for the operational performance, governance, and continual improvement of Service Delivery as a formal discipline across the organisation.
• Operating within the Digital Directorate, the role owns the IT Service Management (ITSM) platform (Halo), leads the transition to mature ITIL-aligned processes, and ensures services are measurable, reliable, and continuously improving.
• The postholder will own Service Delivery Management not only within Digital, but as an organisational framework extending across other existing service management providers, including Payroll and Learning & Development. The role is responsible for onboarding additional service management functions across the business onto Halo and aligned ITIL processes, ensuring consistency, governance, and transparency in how services are delivered and measured.
• The Service Delivery Manager will increase adoption of self-service, embed service management best practice across operational teams, and ensure service performance is transparent and aligned to organisational outcomes., As Disability Confident Leaders , we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy - Dimensions has been awarded this symbol by Jobcentre Plus to recognise our commitment towards the employment, retention, training and career development of disabled employees
• As part of our commitment to making reasonable adjustments we can offer support to complete your application. Please contact the Resourcing Consultant Team on .
• We now have British Sign Language (BSL) translated videos for all of our recruitment communications.
  
  Significant experience in IT Service Management within a complex, distributed organisation.
• Experience designing and managing SLAs, OLAs, and service performance frameworks.
• Possess strong analytical and reporting capability
• Strong working knowledge of ITIL (v3 or v4
  
  Dimensions is proud to be one of very few social care organisations that are accredited by the Great Places To Work programme in 2025 - now 6 years in a row!
  
  Up to 35 days' annual leave entitlement (including bank holidays)
• Staff discount shopping scheme 'Rewarding Dimensions'
• We offer a salary advance scheme where you can access up to 50% of the money you've earned before payday.
• Employee Assistance Programme
• Pension scheme
• Long Service Awards
• Qualification scheme
• Employee recognition scheme 'Inspiring People'
• Discounted health and dental cover
• Life Assurance
• Bike to Work Scheme
• Season Ticket Loan