Service Delivery Manager (6 months Fixed Term Contract)

Service Delivery Manager (6 months Fixed Term Contract)

Hemel Hempstead, England, United Kingdom

For us, tech has never been about just hardware or software. It's about people. It's our meaningful relationships, deep expertise and practical know how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference.

At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human.

This role sits within the Boxxe Group, specifically CAE. While the position is advertised under Boxxe, the successful candidate will work in a hybrid arrangement, primarily based at CAE's headquarters in Hemel Hempstead.

As a Service Delivery Manager, your mission is to ensure the seamless delivery of high quality services to CAE's contract customers by overseeing key functions within the Service Department. You will own the performance of assigned contracts, working closely with the Service Desk and NOC to drive service improvements and enhance profitability. This customer facing leadership role involves managing expectations across the business, leading Service Delivery Analysts, and supporting a wider portfolio of accounts while retaining ownership of all service deliverables for your customers. Additionally, you will manage embedded Service Desk teams within nominated accounts, ensuring service performance and continuous improvement remain at the forefront of operations.

What you'll be doing

• Own Managed Service Contract performance and ensure CAE NOC/Service Desk meets contractual and customer expectations.
• Manage Request, Change, and Escalation processes; drive accurate reporting and service improvements.
• Define, negotiate, and monitor SLAs; investigate breaches and implement corrective actions.
• Lead major incident communications and coordinate resolution efforts.
• Act as primary escalation point for customer IT issues; build strong relationships with service owners and customers.
• Oversee Service Delivery teams (NOC/Service Desk) to ensure compliance with processes and methodologies.
• Champion service considerations in projects to minimize impact on contracts.
• Conduct regular Service Delivery performance reviews with customers and document actions.
• Review and monitor change requests; attend CAB meetings as needed.
• Provide accurate management reporting and maintain effective cross team communication.
• Line manage Service Delivery Analysts and embedded Service Desk teams, including PDRs and skill development.
• Implement best practice Service Desk support function and support service transition for new or enhanced contracts.
• Ensure customers understand service scope and provide accurate service information to operations.
• Assist Account Director with contract renewals and identify new service opportunities

What experience we think you'll need

• Understanding of IT outsource Services
• Strong understanding of ITIL, particularly Service Improvement.
• Proven ability to analyze data and implement performance improvements pragmatically.
• Understanding of sales cycles and their impact on service delivery.
• Broad knowledge of IT technologies (Networking, Server, Storage, Desktop).
• Experienced Service Management professional with a track record in large scale environments.
• Previous experience as a Team Lead or Manager, or demonstrable ability to lead virtual teams.
• Skilled in managing third party vendors and services.
• Expertise in incident management, escalation procedures, and related disciplines.
• Excellent leadership and people management skills.
• In depth knowledge of ITIL disciplines.

At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact, encouraging inclusive working environments, and trading ethically. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing our carbon footprint through embracing Work from Anywhere (in the UK) principles, minimising travel by using virtual technology and adopting sustainable practices. Boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.