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Posted 3 June 2025
Job ref: 5065CF

Support Manager

  • Location: Warwickshire, England
  • Salary: £60k - 70k per year + Benefits
  • Category
  • Sector: IT and Digital
  • Contract type Permanent
  • Consultant: Chris Fernyhough

Job Title: Service Delivery Manager (Service Desk / Support)
Location: Warwick (hybrid 3 days onsite / 2 remote)
Salary: £60K–£70K + benefits
Reports to: MD Of Digital

Overview:

Our client is an established digital consultancy who are scaling rapidly this year due to high demand for their products and services. As a result, they are on the look out for an experienced Service Delivery Manager to support its expanding product and client portfolio. This hands-on role involves managing customer queries, overseeing support operations, and ensuring smooth delivery of services and deployments across their client base.

Key Responsibilities:

  • Manage and triage support tickets, ensuring timely resolution and communication.

  • Monitor SLAs and KPIs, maintaining high service quality.

  • Lead offshore support teams to align with service standards.

  • Act as the main contact for clients on service-related matters.

  • Collaborate with cross-functional teams to resolve issues and support transitions.

  • Conduct incident reviews and root cause analysis.

  • Oversee service transitions for new projects and clients.

  • Drive service improvements and produce performance reports.

Skills & Experience:

  • Proven background in service delivery - specifically support management.

  • Experience with offshore teams and customer-facing roles.

  • Strong communication, problem-solving, and client service skills.

  • Familiar with Jira or similar ticketing systems.

  • Comfortable in fast-paced, agile environments.

  • Experience supporting critical, always-on systems.

Desirable:

  • ITIL certification or service management qualifications.

  • Experience in service transitions and onboarding processes.

What’s Offered:

  • Work on meaningful digital products that are game-changing 

  • Supportive and collaborative team culture.

  • Career development and flexible working options.

  • Competitive salary and benefits.

If this sounds like you, please hit the apply button! 

Apply now

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