About the Role

To manage and report on GCI’s performance against contractual service levels for key customers in accordance with the ITIL framework.

To ensure that SLAs are achieved for contracted services, and that service quality and customer expectations are met or exceeded.

To build and maintain customer relationships, acting as the voice of the customer within GCI, and providing a direct escalation path for customers and internally for customer-related matters.

To lead Service Review meetings. Areas covered will include performance reporting, service improvement, quality and process.

To contribute to the delivery of GCI’s aims and objectives, including the participation and promotion of partnerships, working with other internal teams and 3rd parties in the provision of service.

To promote the achievement of high standards of performance against corporate- and service-specific performance indicators, delivering measureable improvements in effectiveness, quality and timeliness.


Scope indicators

Service Delivery Managers provide day-to-day leadership for the provision of services to their customers, managing and reporting on the performance of the GCI operational teams against agreed Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), Service Level Agreements (SLAs) and Service Level Targets (SLTs). They identify inefficient processes and practices, and lead improvement initiatives both within their teams and throughout the organisation, working with stakeholders and influencing process management activities across the business.

Key responsibility areas

Service Delivery
To manage and report on GCI’s performance against contractual service levels for key customers in accordance with the ITIL framework.

Operational contributor 
Demonstrates collaboration with peers and senior leaders, a passion for change, and contribution towards the accomplishment of changes. Effectively manages priorities to meet the demands of the business.

Commercial awareness
Balances the financial impact of the decisions they make to the P&L of customer solutions, their department and GCI as a whole.

Stakeholder management
Senior-level engagement with customers, working with the GCI Leadership Team during escalations, investigations and complaints, producing RCA (Root Cause Analysis) and RFO (Reason For Outage) reports both internally and for customers.

Process adherence
Compliance with the current processes and work procedures within their functional areas. Provide support and subject matter expertise in re-engineering processes and their effective implementation.

Performance analysis
Support the collation of performance data. Analyse and interpret KPIs, make recommendations for improvements.

Learning and development
Coach team members to ensure that the knowledge, understanding and importance of operational structure, processes and information systems compliance is clearly understood and bought into by more junior and/or less experienced members of their function.

Key competency areas

Technical competence

  • Extensive experience of service management within the ITIL framework in a Service Provider environment is essential.
  • Knowledge of ITIL at Foundation level essential. Practitioner level would be an advantage.
  • A demonstrable track record in continuous improvement is also essential.
  • Technical awareness of Network, Security, IP Telephony, Cloud infrastructure technologies and Microsoft Collaboration Suite as a Service an advantage, but not essential

Problem analysis

  • Extrapolates trends from performance data to proactively feed into decision making.
  • Analyses both qualitative and quantitative data, evaluating the key findings and communicating trends and corrective actions plans

Business partnering

  • Able to develop and maintain effective relationships with stakeholders within the business at all levels.

Influencing and negotiating

  • Able to present ideas and facts in a convincing way, gaining commitment and support.
  • Influences others and is able to change opinions and influence the outcome of decisions.
  • Strong persuasive skills and the ability to share a common goal, gaining buy in and commitment from peers and management across the business.
  • Establish personal credibility based upon demonstrable added value within the area of specialism.

Planning and organisation

  • Plans ahead and establishes appropriate courses of action to achieve objectives.
  • Monitors performance against targets and determines appropriate actions to ensure the necessary corrective action is taken.
  • Is well organised and able to multitask effectively.
  • Ensures deadlines are met and requests for information/support are provided within the agreed timescales.
  • Prioritises effectively to ensure work is completed on time
  • Responsive and follows through on agreed actions
  • Administration is accurate and completed in a timely manner

Personal motivation

  • Demonstrates a passion for excellence, setting high standards for self and others.
  • Proactively looks for opportunities to make improvements to enhance personal and team effectiveness.
  • Has strong personal credibility for their area of specialism.


  • Able to express ideas and information clearly and concisely.
  • Effective written and verbal communications.
  • Ensures people are aware of relevant issues at all times.

Adaptability and flexibility

  • Able to refocus and adapt own style to achieve goals.
  • Is comfortable operating within an environment of changing priorities and is able to remain focused on continual improvement.
  • Responds well to changing priorities and demonstrates personal involvement in new activities.
  • Embraces change to maximise organisational effectiveness.

Security responsibility

Act in accordance with GCI’s corporate security standards.

  • IS Security Policy
  • HR Security Policy

Service Delivery Manager

Wakefield, Manchester or Lincoln

Please attach your updated resume

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