Service Delivery Manager

Mando Group’s mission is to help ambitious digital leaders solve complex problems, enabling them to move faster, serve better, and reduce costs.

Over the last few years we have built something rare ... A respected, award winning business with brilliant people and trusted client and partner relationships.

At Mando Group our team demonstrate:

• Purpose and performance

• Warmth and ambition

• Care and commercial confidence

• Thoughtfulness and momentum

About you

You are outcome-obsessed, always focusing on delivering tangible value rather than just completing tasks.

Commercially aware and ambitious, actively contributing to value creation and the growth of our business and with an efficiency mindset, constantly looking for ways to streamline, simplify and automate.

You thrive in a fast-paced, collaborative environment, remain calm and steady through uncertainty, providing clarity and reassurance to both clients and colleagues when things feel ambiguous or overwhelming.

Customer obsession drives you, whether it’s winning new business or delighting existing customers, anticipating their needs and go above and beyond to deliver.

Above all, they are a value-adder; automating, engineering, and simplifying processes, ensuring our customers receive more than ever before through effective use of technology and innovation.

We are looking for a Service Delivery Manager to join our Delivery Team within the Support service on a 12-month fixed-term, maternity cover contract. This is a key client facing role within the Delivery Team working across multiple clients to provide an ongoing support service in collaboration with the wider studio.

You will be managing an Atlassian Jira Service Desk ensuring timely triage of incidents and service requests, managing the end to end process of incident management, adhering to SLAs and working with clients and 3rd parties to ensure timely resolution of tickets.

You'll sit at the centre of our Support service. You'll work with our Release and Change Manager to release incident code resolutions into maintenance releases, and with Developers, Testers and Data & Insights Consultants to resolve Jira Service Desk tickets quickly. You'll also work with the wider delivery team to plan resourcing, so the service always has the right people in place.

The role is based in our Liverpool City Centre office with at least one day per week in the office covering the operating hours of the Service Desk Monday to Friday, 9am - 5pm.

• Day to day management of the Support Service Desk - monitor ticket volumes, triage incoming tickets, provide regular updates to clients and keep tickets moving through the workflow

• Incident management - own incidents through to resolution following the defined ITIL incident management process, including facilitating bridge calls and managing frequent client updates during P1 incidents

• SLA and CSAT management - make sure SLAs are met and keep the service’s CSAT score high

• Problem management - spot recurring incidents, find the root cause and manage problems end to end so they don’t reoccur

• Resource allocation - make sure the service has enough resource each week to handle ticket volumes and produce a quarterly forecast recommending any increase or decreasey

• Supplier management - collaborate with our recognised third-party agencies to raise tickets where appropriate, manage escalations and keep ticket handling seamless for the client

• Monthly reporting and reviews - produce monthly client reports with the Release and Change Manager, run the monthly service review and follow-up on agreed actions

Essential skills:

• Strong client-facing communication skills including crisis management and influencing at all levels

• Confident having difficult conversations with clients and colleagues and always agreeing clear next steps

• Calm under pressure, bringing a level-headed approach to incidents and keeping everyone focused on resolution

• Able to manage competing priorities so nothing slips: SLAs are met, tickets are fulfilled and client queries are answered

• Strong time management to ensure reporting deadlines are met, updates are provided in a timely manner and meetings are managed alongside the changing priorities of tickets in the desk

• Cross functional collaboration, working alongside multiple disciplines across on incident resolution, service request fulfilment, supplier management and SLA adherence and making sure ticket assignees keep their tickets progressed and updated

• Commercial awareness of monthly budgets for clients, flagging risks early so remaining budgets and top-ups are managed smoothly

Technical Skills

• Experience working with a Service Desk, managing day-to-day ticket volumes and the resource allocated to them

• Experience using Office 365, particularly Excel and PowerPoint for reporting

Bonus skills:

• Previous experience in client-facing role, including running monthly service reviews, P1 bridge calls and incident management calls relating to ongoing open incidents

• Experience with Atlassian Jira Service Management

• Experience working within an ITIL driven environment, with an ITIL qualification preferable

• AI literacy - comfortable using AI tools to make process improvements and automate tasks where appropriate

These inform how we hire and invest, and how we work together. They’re never compromised. And everyone here must know, love and live by them.

Alongside these values are core principles of honesty, respect and inclusiveness.

We celebrate equality and diversity and strive to provide an environment where everyone can thrive. As an equal opportunities employer, we do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, gender reassignment, pregnancy, maternity, race, nationality, religion or belief, disability, or age. If you require any adjustments during the recruitment process, please let us know. Join us and be part of a forward-thinking team where you can do some of the most rewarding work of your career!