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Job Details


Belfast, Northern Ireland


Service Delivery Manager

  • Skills: Project Management, team management, software project implementation

    Civica have an opportunity for a Service Delivery Manager to join our Professional Services Team based in Northern Ireland. You will be part of a dynamic and innovative team who deliver and support the latest cloud software technologies that ‘make businesses tick’.

    Civica is the UK’s leading public sector software provider, with more than 22 years of sustained growth. 

    We’re developing and delivering the technologies that are transforming our vital public services, across Local Government, Central Government, Healthcare and beyond.

    • Blended working: less commuting, more time with your friends and family.

    • ‘Investors in People’ – Gold: We prioritise the development of our colleagues to match their ambition. 

    • Financial Times - Diversity Leader 2022: We’re committed to maintaining an inclusive and supportive culture.

    • Top rated employer – Glassdoor: Our average length of service is 9 years.

    • Societal Impact: Our solutions impact positive societal change, supporting local Authorities, Schools, Police forces, the NHS and numerous Central Government offices.

    The role:

    • As a Service Delivery Manager, you will be leading and managing the Support team, consisting of Support Analysts, Support Specialists and Support Engineers to deliver both resolutions to defects and in-life changes. 

    • You will work closely with the Senior Service Delivery Manager and Project Managers and front-desk support teams. 

    • You will ensure the provision of high-quality application support to Civica’s Devolved Government customer base.

    You’ll take on a range of responsibility including –

    • Managing the workload of the Support Team to manage all incidents within agreed SLAs.

    • Coordinating the development and testing of change requests and manage their delivery across customer environments and into live service.

    • Ensure appropriate tools are in place to meet Support Team deliverables.

    • Act as an escalation point for customer queries.

    To be considered for the role you’ll have experience in:

    • Effective team leadership with the ability to work to high levels of quality within a pressured service desk environment paired

    • Effective management of all support related activity

    • ITIL - Foundation and Service Operation 

    • Strong communication skills, written, verbal and via presentation 

    • Excellent customer relationship building and negotiation skills 

    • Demonstrable skills in issue resolution and problem solving

    • Strong understanding of Information Security theory and its practical application 

    Studies have shown that certain underrepresented groups of people are less likely to apply for a job that they don’t 100% match. At Civica, we’re committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. 

    So, if you like the sound of this opportunity but you don’t meet all of the requirements then please apply. You could be the perfect candidate for this or other opportunities within Civica.

Apply Now

Applications processed via employer's online application form