Service Delivery Manager

Location: Leeds

Hours: 37.5-hour week, 08:45 – 17:15, Monday to Friday, with 1 hour for lunch

Salary: Competitive (DOE)

About BCN:

BCN Group is a fast-growing provider of digital transformation and IT managed solutions to UK businesses. We have grown from £10M to £30M revenue in less than 3 years and our team have grown from 35 to 200.

We provide a full suite of solutions comprising on-premise, hybrid and cloud hosting solutions, Azure cloud migration services, Microsoft product development, application support, voice solutions, data management and hardware sales and maintenance.

We have a very open culture where collaboration, inclusion and close working with the leadership team is encouraged – we work together & we win together!

This is your opportunity to collaborate with our award-winning dynamic team in one of our fabulous open plan offices in Manchester, Runcorn, Leeds and Bradford, where you can enjoy a game of pool, table tennis, Xbox to help you unwind and all easily accessible with local transport links.


The Service Delivery Manager (SDM) is responsible for the delivery of a high-quality service and a successful relationship between BCN and the Service Delivery Manager’s aligned customers. The Service Delivery Manager must ensure that all aspects of interactions with assigned customers meet the business needs of both the customer and BCN. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the BCN delivery teams to achieve those expectations to a high standard.


  • Create service reports for customers detailing the service/support overview for the reporting period.
  • Organise and chair service delivery meetings with customers detailing the service high and lows and trends along with improvements and planning.
  • Own and drive the Continual Service Improvement Register (CSIR) for the customer, overseeing Service Delivery, Proactive and commercial activities.
  • IT Strategic Road-Map coordination, management & delivery.
  • Ensure that the technical teams maintain high performing service support, installation and proactive functions, for their aligned customers who subscribe to our SDM service.
  • Act as a point of escalation when required.
  • Own complaints from assigned customers through to resolution.
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
  • Champion the adoption and implementation of ITIL within the business.
  • Make recommendations for service and process improvements and ensure actions are followed through to completion in a timely manner where applicable.
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
  • Drive internal and third-party service review meetings covering performance, service improvements, quality and processes, including the collation of any required documentation.
  • Demonstrate an executive commitment to continuously improve and develop our Quality Management System.

Qualities and Skills required:

  • Able to demonstrate the ability to undertake the above responsibilities.
  • Able to work under pressure and meet deadlines.
  • A passion for service improvement, quality and detail.
  • A desire to drive change, and capable to make change work.
  • Excellent organisational skills.
  • A solid IT technical background, including exposure to enterprise infrastructures.
  • Able to manage sensitive and sometimes confidential information.
  • Experienced Service Management professional.
  • ITIL Qualified.
  • Experience of managing 3rd parties and 3rd party delivered services.
  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
  • Expert knowledge of ITIL disciplines.
  • Excellent written and verbal communication skills.
  • Excellent customer facing/customer service skills.
  • Able to demonstrate a high degree of flexibility including shift and out of hours working.
  • Self-motivation and able to take responsibility.
  • Able to demonstrate initiative and a proactive approach to daily tasks.
  • Project Management experience desirable.
  • Legally able to work in the country in which the position is based.

You will be required to get the best out of the teams you work with, this role will allow a certain amount of autonomy to move the team forwards with new processes, procedures and working methods. You will be required to get the best out of a team, this role will allow a certain amount of autonomy to move the team forwards with new processes, procedures and working methods.

  • Highly competitive salary with excellent job-related benefits
  • 23 days holiday increasing to 25 days with length of service with option to buy additional leave
  • State-of-the-art office with free parking
  • Industry leading training and development
  • Birthday off
  • Health cash plan and life assurance
  • Cycle to work scheme


Come and join a winning team.