{"id":139677,"url":"https://alion.io/job/methods-service-delivery-manager","title":"Service Delivery Manager","company":{"id":6935,"name":"Methods","domain":"methods.co.uk","url":"https://alion.io/company/methods-business-and-digital-technology","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":91,"open_postings":34,"ghost_share":0,"stale_share":0.353,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":81000,"max_usd":173000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":76},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false},{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-08-25T00:00:00Z","employer_posted_date":"2026-08-25","last_verified_at":"2026-10-26T23:54:27Z","board_verified":true,"closed_at":null,"days_open":63,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":62},"description":"The Service Delivery Manager has overall responsibility for day-to-day customer engagement and delivery of a high-quality service to customers in line with the scope of our support contracts.\nWorking for designated accounts within Managed Services, they ensure that business as usual activity is delivered within agreed service levels, act as a direct point of contact with key stakeholders taking ownership and where required drive continuous service improvement for that Customer.\nMethods Business and Digital Technology Limited\nMethods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK. Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.\nOur human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet.\nWe support our clients in the success of their projects while working collaboratively to share skill sets and solve problems. At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.\nPredominantly focused on the public-sector, Methods is now building a significant private sector client portfolio.\nMethods was acquired by the Alten Group in early 2022.\nRequirements\nJob Description below:\nAccountabilities:\nEnsuring that the contracted scope of support for designated Customers is clear and understood \nEngaging with designated Customers on a day-to-day basis, acting as a key point of contact for queries, requests and escalations \nEnsuring there is an understanding of the needs and priorities for their designated Customers and effectively communicating that internally \nDelivery of a high-quality service and high levels of customer satisfaction with our provision - avoiding or minimise complaints about service delivery \nResponsibilities:\nTake ownership and act as a Customer liaison between designated Customers and support team, responding to items or escalating as necessary \nRetain ownership of recovery-related responsibilities for designated accounts, while taking increased ownership of account management activities, ensuring continuity of service, effective customer engagement and alignment between operational delivery and wider account objectives.\nLead service recovery and Return-to-Green activities where required, while maintaining oversight of the customer relationship, account priorities, risks, commercial considerations and ongoing service performance.\nWork closely with Account Management and delivery teams to ensure recovery actions, customer priorities and account objectives are aligned, providing a single point of ownership and accountability for the customer experience.\nIdentify opportunities to strengthen customer relationships and improve service outcomes through effective account management, proactive service reviews, stakeholder engagement and continuous improvement\nEnsure contracts are delivering within the scope for the designated Customers(s) \nMonitor contracted and agreed Service Quality measures such as SLAs, KPIs or CSATs to evidence high quality of service delivery \nContribute to SLA Breach Monitoring and applying appropriate interventions to avoid breaches where needed \nPlan and execute Return-to-green plans where Managed Services are not operating within agreed parameters \nPrepare for and attend the Monthly Service Reviews, capturing actions and items relevant to Service Delivery \nIdentify and monitor service risks to identify potential issues before taking corrective action to remove or mitigate \nFlag anticipated increases or decreases of Demand with the account Management Team \nContribute to internal discussions supporting the department-wide continuous improvement strategy \nManage and monitor Customer-specific Continuous Service Improvement initiatives for designated Customers \nIf data is available, work with the team to monitor and identify negative CSAT scores/feedback, highlighting to account Management Team when this occurs \nCollaborate effectively with the Account Management Team to achieve the best outcomes for the business\nTake ownership of designated account management activities alongside day-to-day Service Delivery responsibilities, working collaboratively with Account Management, technical and operational teams to deliver strong customer outcomes.\nMaintain awareness and consider the balance of cost, quality and customer experience when delivering Managed Services \nBuild and maintain effective professional relationships as required within the team, with Customers, and with third parties involved in service operations \nAny other duties as and when required commensurate with organisational position \nEssential Requirements\nWorking knowledge of ITIL and experience within an IT Service Management environment \nExperience of actively managing the customer experience from a Service Desk perspective \nExperience of working in agile Delivery Manager capacity - guiding Dev teams and working to a backlog\nRecovery experience \nUnderstanding of Agile Methodology and Project management skills \nStrong customer relationship skills, working with senior service management contacts. \nProven experience in building effective relationships with internal and external stakeholders and ability to bring people with you \nAbility to work under pressure with excellent time management skills to meet tight deadlines. \nStrong organisation and customer service skills and the ability to multitask. \nDecision making skills to resolve issues or make recommendations. \nExcellent attention to detail together with a proactive approach to problem solving. \nAbility to work independently. \nExcellent knowledge of Windows applications and the MS O365 Suite \nKnowledge of ITSM tools (ServiceNow, Hornbill, FreshService, Zendesk, etc.) \nStrong communication and active listening skills \nDesirable Requirements\nITIL V3/V4 foundation certification (Intermediate or higher desirable) \nKnowledge of IT industry & best practices and all relevant industry standards \nProficient in the use of the broader Microsoft Office suite, including Project and Visio \nProven continuous improvement experience from a similar role, including project management \nUnderstanding quality service standards and applicable metrics \nExperience of designing remediation plans to address productivity and efficiency issues, and track record of following through to ensure closure \nLocation : the role will be based in London for the first several months and then hybrid.\nBenefits\nMethods is passionate about its people; we want our colleagues to develop the things they are good at and enjoy.\nBy joining us you can expect:\n· Autonomy to develop and grow your skills and experience\n· Be part of exciting project work that is making a difference in society\n· Strong, inspiring, and thought-provoking leadership\n· A supportive and collaborative environment\nAs well as this we offer:\nDevelopment - access to LinkedIn Learning, a management development programme, and training\nWellness - 24/7 confidential employee assistance programme\nFlexible Working - including home working and part time\nSocial - office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays, and commitment to charitable causes\nTime Off - 25 days of annual leave a year, plus bank holidays, with the option to buy 5 extra days each year\nVolunteering - 2 paid days per year to volunteer in our local communities or within a charity organisation\nPension - Salary Exchange Scheme with 4% employer contribution and 5% employee contribution\nLife Assurance - of 4 times base salary\nPrivate Medical Insurance - which is non-contributory (spouse and dependants included)\nWorldwide Travel Insurance - which is non-contributory (spouse and dependants included)\nEnhanced Maternity and Paternity Pay\nTravel - season ticket loan, cycle to work scheme\nFor a full list of benefits please visit our website (www.methods.co.uk/careers/benefits)","description_format":"text","description_chars":8352,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Flexible schedule","Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Digital Government","IT Consulting & Digital Transformation","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-08-25T00:00:00Z"}],"visa":[],"liveness":{"score":33,"band":"fade","label":"Fading","p_open":1,"p_active":0.74,"p_room":0.44,"age_days":62,"expected_fill_days":43,"reasons":["conf:1","velocity","win:tail","crowd:"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/methods-service-delivery-manager","json_url":"https://alion.io/job/methods-service-delivery-manager.json","meta":{"generated_at":"2026-10-27T01:36:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":479,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6935},"rest":"https://alion.io/mcp/rest/get_company?id=6935"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmethods-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmethods-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmethods-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/methods-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmethods-service-delivery-manager"}]}