Service Delivery Manager Location: Hybrid at Newcastle (3 days/week) Employment Type Full-Time Role Overview We are seeking an experienced and proactive Service Manager to oversee the performance, stability, and continuous improvement of business-critical applications and services within the Service Group. The successful candidate will be responsible for ensuring effective incident and problem resolution, managing service performance against agreed SLAs, and acting as a key liaison between technical support teams, delivery teams, and client stakeholders. The Service Manager will play a pivotal role in maintaining operational excellence, leading major incident management activities, driving service improvements, and ensuring a seamless transition of new services into production. Key Responsibilities Service Operations and Incident ManagementOwn and drive incident and problem management activities across the Service Group.Monitor service performance, application availability, and operational stability in production environments.Lead the resolution of Priority 1 (P1) and Priority 2 (P2) incidents, coordinating technical teams to restore services within SLA targets.Actively participate in and lead major incident bridge calls, providing timely updates to stakeholders and clients.Ensure production incidents are managed effectively and escalated appropriately based on business impact and priority.Service Performance and ReportingTrack, analyse, and report on service performance ..... full job details .....