Service Delivery Manager

Software Service Delivery Manager

Remote (UK) / Quarterly travel

Salary £50,000 – £55,000

A specialist software company with a strong international reputation is looking for a Software Service Delivery Manager to take ownership of its customer support function and drive meaningful improvements across service delivery, release management, and ITSM processes.

This is a critical leadership supporting a customer base of around 50–70 accounts in real depth. You won't be managing a ticket queue in the thousands; you'll be owning relationships, leading a small high-performing support team, and building the processes that keep an industry-leading product performing at its best.

Responsibilities of the Software Service Delivery Manager

• Lead and manage a team of 6 application support specialists, overseeing day-to-day performance and fostering a customer-first culture.
• Own release and upgrade management - coordinating application installations, software releases, and customer communications to ensure smooth, controlled rollouts.
• Embed and improve ITSM practices across incident, problem, and change management, bringing structure and consistency to support operations.
• Act as the primary liaison with the external infrastructure partner, ensuring hosted customer environments are secure, reliable, and well-supported.
• Monitor KPIs and customer satisfaction data, using insight to drive continuous improvement and proactively address recurring issues.
• Collaborate with Product, Development, Sales, and Professional Services to align support with business goals.

Experience required

• Experience in a senior support or service delivery leadership role within a software or IT services environment (SaaS preferred).
• Proven experience managing application support teams, ideally within a SaaS or hosted software environment.
• Strong working knowledge of ITSM frameworks (ITIL) and experience actually implementing or improving structured support processes.
• Demonstrated ability to plan and manage software releases, including customer communications and controlled rollout.
• Experience managing third-party service providers or infrastructure partners.
• Comfortable owning a small, high-touch customer base.
• Ability to engage effectively across technical and non-technical stakeholders.

Interview Process

• Initial online assessment
• 30-minute video call with the hiring manager
• Final stage interview with the CEO

Apply now to speak with VIQU IT in confidence. Or reach out to Jack McManus via the jack.mcmanus@viqu.co.uk

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