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Job Details


Belfast, Northern Ireland


Service Delivery Manager

  • We believe in the power of ingenuity to build a positive human future in a technology-driven world.

    As strategies, technologies and innovation collide, we create opportunity from complexity.

    Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.

    An innovation and transformation consultancy, we are over 3,200 specialists in consumer, defence and security, energy and utilities, financial services, government, health and life sciences, manufacturing, and transport. Our people are strategists, innovators, designers, consultants, digital experts, scientists, engineers and technologists. We operate globally from offices across the UK, US, Europe, and the Nordics.

    Bringing Ingenuity to Life.

    Job Description

    As part of our Digital team, you’ll work alongside colleagues from across PA ensuring processes and practices are put in place to enhance our clients applications and systems ensuring they can perform their daily work on optimised systems while in parallel continuously improving the service, both from a minor feature and service improvement perspective, including the implementation of change to reduce/prevent specific issues, automate processes and improve overall service stability.

    Leadership Skills:

    • Be visible to your teams and our clients, and regularly undertake activities to engage and build trust with the team, the client and the stakeholders
    • Strong leadership skills in order to motivate and lead teams effectively and get the best out of people by giving enthusiastic and encouraging messages on priorities, objectives and expectations

    Communication Skills:

    • Maintain clear, calm communication in challenging circumstances, encourage others to do the same and lead by example
    • Use your strong communication skills within the team and client to resolve issues

    Collaboration and Partnering Skills:

    • Effectively manage team dynamics when working across disciplines and other boundaries
    • Service delivery managers need to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff
    • Actively participate in the wider Delivery Management Capability, sharing and re-applying skills and knowledge and bringing in best practice

    Specialist Skills and Requirements;

    • Detail-Oriented - This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports
    • Knowledge of the ITIL framework desirable
    • Demonstrable commercial acumen, with excellent written and numerical skills. You will be experienced in writing Statements of Work, project approaches and proposals
    • Experience in running technical/engineering projects and organising teams for Agile delivery, with rapid, iterative delivery using modern digital practices

    At PA, we take an innovative approach to technology consulting. That’s why we only hire the most innovative thinkers. With a global network of FTSE 100 and Fortune 500 clients, we offer our consultants unrivalled opportunities for growth and give them the freedom they need to excel. Whether they’re interested in solving complex challenges, executing organisational change or inspiring unconstrained ideation, we offer them a place to carve out a lasting career. Employee-owned, award winning and highly ambitious, at PA we are a different kind of consultancy.


    The Service Delivery Manager’s role at PA is to be responsible for maintaining & improving the services that we support to maintain client satisfaction. You will ensure that issues are addressed within defined SLA’s; continually look for opportunities to improve our services and report metrics on service performance on a monthly basis.

    You’ll be fully client-facing, harnessing the metrics coming from the teams, both to help teams improve their throughput and to inform clients and others about how the services are performing. You’ll be experienced at service delivery, breaking down barriers for your team, co-ordinating efforts when high priority issues are raised, developing client relationships and getting into the detail to make things happen.

    Key responsibilities:

    • Be accountable for all aspects of Service Delivery across the assigned account
    • Ownership of the Incident Management, Service Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
    • Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review
    • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
    • Drive continuous service improvement within the account
    • Forge strong, productive, and collaborative relationships across the account and within PA
    • Set an example of what great Service Delivery Management looks like, ensuring quality and attention to detail is embedded throughout our work
    • Make timely decisions, communicate them clearly and action them swiftly
    • Provide a focus for SLA management and customer satisfaction across the account
    • Own team performance, fostering an environment where the whole team contribute to the continuous improvement of the function
    • Report performance metrics on a monthly basis to Senior Management within the account, ensuring they see the value we bring

    Additional Information

    Benefits at PA:

    • Private medical insurance
    • Travel allowance
    • 25 days annual leave with the opportunity to buy 5 additional days
    • Company pension scheme
    • Annual performance-based bonus
    • Life and Income protection insurance
    • Tax efficient benefits (cycle to work, give as you earn)
    • Additional optional benefits (Dental, critical illness, spouse/partner life assurance)

    PA is committed to building an inclusive and supportive culture where diversity thrives, and all of our people can excel. We believe that greater diversity stimulates innovation, enabling us to fulfil our purpose of ‘Bringing Ingenuity to Life’, supporting the growth of our people, and delivering more enduring results for our clients.

    We only recruit, promote and reward our people based on their contribution, without regard to gender, race, disability, religion, nationality, ethnicity, sexual orientation, age or marital status.

    We welcome international applications, but we are unable to offer sponsorship for work permits, so you will need to have the full right to live and work in the UK. Unfortunately, your application will be automatically rejected if you do not have these rights.

Apply Now

Applications processed via employer's online application form