Service Delivery Manager - Belfast / Home Based - 2162

Belfast / Home Based

7th September 2022

Service Delivery Manager


Location: Belfast / Home Based 

Job Reference: 2162

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’.

Life at Civica

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 

We Welcome Applications

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.

Mental Health Champions are here for you

We have a team of Mental Health Champions working hard to change the stigma around Mental Health. We routinely run awareness workshops to ensure our colleagues better understand how Mental Health can impact your day to day life. We are available for support when you need it most and actively encourage our people to reach out to us.

Affinity Groups

Civica has different affinity groups in place, where people can share experiences and put forward their ideas, suggestions and recommendations to make Civica an even more inclusive organisation for everyone. Our groups are for anyone who wants to support and ally with that community and include: Early careers, accessibility, parents and guardians, wellness, LGBTQIA+, race and ethnicity and many more.

Civica is a Diversity Leader, ranked as one of the top European companies for workplace diversity and equality - Financial Times 2022. 

Civica is committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. We believe that diversity stimulates innovation, enables us to deliver better outcomes for people and communities, supports the growth of our people, and delivers great results for our customers. Civica recruit, promote and reward our people based on their contribution, regardless of gender, race, disability, religion/belief, nationality, ethnicity, sexual orientation, age or marital status.



Please attach your current CV to the email.

Email us
A teenage office worker sits at her desk and speaks on her telephone headset