Service Delivery Manager - Blackburn, Lancashire
 
This leading Software Solutions provider based in Blackburn are looking for an experienced Service Delivery Manager to take ownership of their Software Support and Service Desk function. This is a senior leadership role ideal for someone who combines technical expertise with a passion for team leadership and service excellence.
 
Core responsibilities for this Service Delivery Manager role;
As the Service Delivery Manager, you'll play a critical role in ensuring high-quality, efficient support across all customer touchpoints. 

Lead and manage a team of software support analysts, first-line support, and third-party service partners
Oversee day-to-day service desk operations, including ticket triage, resolution, and escalations
Drive service excellence through continuous improvement of standards, processes, and SLAs
Maintain and grow strong customer relationships, acting as an escalation point and trusted advisor
Deliver regular performance reporting and service insights to senior stakeholders
Identify out-of-scope work and ensure appropriate commercial handling and chargebacks 
Core experience

3+ years' experience leading a technical support or service delivery team (ideally 5-10 people)
Background in software or ERP environments — supply chain or POS experience a bonus
Strong track record in meeting SLAs, improving customer experience, and leading teams to success
Excellent communication and stakeholder management skills
Proficiency with ticketing systems, ERP platforms, POS software and Office 365
A hands-on, collaborative leadership style with a focus on coaching and continuous improvement
They are offering a competitive salary and package in a supportive, collaborative culture where your input will be valued. They offer opportunities for progression in this growing software company where you will make an impact in a business that values customer experience and service innovation.
Keywords; Service Delivery Manager, Customer Success Manager, Customer Service Manager, Service Desk Leader, HelpDesk Manager, ticketing systems, ERP platforms, POS software, Blackburn, Lancashire, Bolton, Darwen, Haslingden, Rawtenstall, Accrington, Preston

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Erin Associates Ltd is acting as an Employment Agency in relation to this vacancy