Service Delivery Manager

Service Delivery Manager - Blackburn, Lancashire

This leading Software Solutions provider based in Blackburn are looking for an experienced Service Delivery Manager to take ownership of their Software Support and Service Desk function. This is a senior leadership role ideal for someone who combines technical expertise with a passion for team leadership and service excellence.

Core responsibilities for this Service Delivery Manager role;
As the Service Delivery Manager, you’ll play a critical role in ensuring high-quality, efficient support across all customer touchpoints.

• Lead and manage a team of software support analysts, first-line support, and third-party service partners
• Oversee day-to-day service desk operations, including ticket triage, resolution, and escalations
• Drive service excellence through continuous improvement of standards, processes, and SLAs
• Maintain and grow strong customer relationships, acting as an escalation point and trusted advisor
• Deliver regular performance reporting and service insights to senior stakeholders
• Identify out-of-scope work and ensure appropriate commercial handling and chargebacks

Core experience

• 3+ years’ experience leading a technical support or service delivery team (ideally 5–10 people)
• Background in software or ERP environments — supply chain or POS experience a bonus
• Strong track record in meeting SLAs, improving customer experience, and leading teams to success
• Excellent communication and stakeholder management skills
• Proficiency with ticketing systems, ERP platforms, POS software and Office 365
• A hands-on, collaborative leadership style with a focus on coaching and continuous improvement

They are offering a competitive salary and package in a supportive, collaborative culture where your input will be valued. They offer opportunities for progression in this growing software company where you will make an impact in a business that values customer experience and service innovation.
Keywords; Service Delivery Manager, Customer Success Manager, Customer Service Manager, Service Desk Leader, HelpDesk Manager, ticketing systems, ERP platforms, POS software, Blackburn, Lancashire, Bolton, Darwen, Haslingden, Rawtenstall, Accrington, Preston

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Erin Associates Ltd is acting as an Employment Agency in relation to this vacancy.