Service Delivery Manager

Hello,

We are Recognise Bank; a modern business bank built to support the UK’s SMEs with tailored lending and savings solutions. Founded in 2017 by experienced business owners, we set out to challenge traditional banking by offering more flexibility, understanding, and practical support to help businesses thrive. Since receiving our banking licence in 2021, we’ve built a loyal customer base and a strong, diverse team that puts people first.

Our vision is building stronger futures with bespoke financial solutions. We understand that no two financial needs are the same, which is why we work closely with UK SMEs and individuals to unlock potential others often overlook. Through smart, flexible lending and savings products, we’re here to build and grow stronger futures for lasting success.

Our values shape how we work and grow together

💪 Can do, will do: We take ownership, solve problems, and adapt as our customers’ needs evolve.

✨ Be brilliant: We show up with curiosity and energy, always striving for better.

🤝 Do the right thing: We act with integrity, responsibility, and care in everything we do.

💡Make a difference: We focus on impact, helping our customers, colleagues, and communities succeed.

About the role

The Service Delivery Manager (SDM) is responsible for ensuring high quality, consistent, and customer focused IT services across the organisation. This role oversees day to day service performance, manages key ITIL processes, drives continual improvement, and acts as the primary liaison between IT teams, suppliers, and business stakeholders. The SDM ensures that services meet agreed SLAs, issues are resolved efficiently, and service enhancements are delivered in line with business needs.

Key Responsibilities

Service Performance & Operations

• Own end to end delivery of IT services, ensuring alignment with agreed SLAs, OLAs, and KPIs.
• Monitor service performance dashboards, trends, and reports, proactively addressing risks and degradation.
• Lead regular Service Review Meetings with business units and suppliers.
• Maintain the Service Catalogue and ensure service definitions remain accurate and up to date.

ITIL Process Ownership (Core Practices)

• Incident Management — Ensure timely resolution of incidents, drive prioritisation, and support major incident coordination.
• Problem Management — Facilitate root cause analysis, track known errors, and ensure implementation of permanent fixes.
• Service Request Management — Oversee fulfilment workflows and ensure consistent user experience.
• Service Level Management — Define, negotiate, and monitor SLAs; produce monthly service performance reports.
• Continual Improvement — Identify service gaps, propose improvements, and track implementation.
• Knowledge Management — Ensure documentation is accurate, accessible, and maintained.
• Supplier & Vendor Management — Monitor third party performance and ensure contract compliance.

Stakeholder & Customer Engagement

• Act as the primary point of contact for service-related escalations.
• Build strong relationships with business stakeholders to understand service needs and expectations.
• Communicate service updates, risks, and improvement plans clearly and proactively.

Governance & Reporting

• Produce monthly and quarterly service performance reports.
• Track operational risks, issues, and improvement actions.
• Ensure compliance with internal governance, audit requirements, and industry best practices.

Required Skills & Experience

Essential

• 3–5 years’ experience in IT service delivery or IT operations.
• Strong working knowledge of ITIL v4/v5 practices, ideally with ITIL Foundation certification.
• Experience managing SLAs, service performance metrics, and operational reporting.
• Proven ability to coordinate cross functional teams and suppliers.
• Strong communication, stakeholder management, and conflict resolution skills.
• Ability to manage multiple priorities in a fast-paced environment.

Desirable

• Experience with ITSM tools such as Jira Service Management.
• Exposure to cloud environments (Azure, AWS, M365).
• Experience supporting major incident management.
• Understanding of Agile or DevOps environments.