The Role
We have a really exciting role opening at Unite Students for a Service Delivery Manager, based in our Bristol Head Office.
Role Overview
We`re looking for an experienced and driven Service Delivery Manager to lead the delivery of high-quality, customer-focused IT services across the organisation. This role is central to ensuring stability, efficiency, and continual improvement across our IT operations.
You`ll take ownership of core IT Service Management (ITSM) disciplines, including Change, Configuration, Software Asset Management, Major Incident Management, and the Service Desk. Working closely with technical teams and stakeholders, you`ll ensure services consistently meet business needs and deliver an excellent user experience.
Key Responsibilities
Service Desk Leadership
- Lead, develop, and manage the Service Desk team, ensuring strong performance and engagement
- Monitor and improve key metrics such as SLA adherence, first-time fix rates, and customer satisfaction
- Ensure a consistent, high-quality support experience for all users
- Implement effective training, shift planning, and escalation processes
- Act as an escalation point for complex or critical issues
Change Management
- Own and evolve the Change Management framework and governance
- Chair or delegate Change Advisory Boards (CAB)
- Review and approve high-risk or emergency changes
- Promote best practices in risk assessment, communication, and scheduling
Configuration & Asset Management
- Oversee the Configuration Management Database (CMDB), ensuring data accuracy and value
- Drive alignment between configuration, change, and asset management processes
- Lead Software Asset Management (SAM), ensuring compliance and optimising software usage and cost
Major Incident Management
- Take the lead during major incidents, ensuring rapid response, clear communication, and effective resolution
- Support root cause analysis and drive long-term fixes
- Lead post-incident reviews and continuous improvement initiatives
Service Improvement & Reporting
- Own service performance reporting and provide insights to IT leadership
- Identify trends and lead initiatives to improve service quality and efficiency
- Collaborate with project teams to ensure seamless transition into support
- Champion ITSM best practices and a culture of continual improvement
About You
You`re a confident and experienced IT service leader with a passion for delivering excellent user experiences. You`re comfortable operating in fast-paced environments and bring a proactive, solutions-focused mindset.
Skills & Experience
- Proven experience leading IT service operations and managing teams
- Strong knowledge of ITIL practices across incident, change, problem, and asset management
- Excellent communication and stakeholder management skills
- Experience with service management tools (e.g. ServiceNow, ManageEngine)
- Strong analytical skills with a track record of managing KPIs and SLAs
Qualifications
- ITIL v4 Managing Professional (or ITIL v3 Expert equivalent)
- Significant experience in IT service leadership roles
- Demonstrated experience in areas such as change governance, SAM, or major incident management
What We`re Looking For
- Calm and effective under pressure, especially during critical incidents
- A strong focus on customer experience and service quality
- A continuous improvement mindset
- A supportive leader who enjoys coaching and developing others
What You`ll Get in Return
- A discretionary annual bonus so you can share in the company`s success
- 25 days` paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service
- A generous pension scheme - employer contributions between 5% and 11% depending on how much you save
- Various benefits to support your health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends
- Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents
- Lots of other great benefits including an annual ShareSave scheme, Employee Life Assurance, a discounts portal and more!
About Unite Students
Founded in 1991, Unite Students is the UK`s leading provider of purpose-built student accommodation. You can find us in 23 leading university towns and cities, with 70,000 students calling US home! We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.
Instinctive inclusion. We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn`t just what we do but who we are.
People make Unite Students. Employees, students and neighbours all contribute to building environments where we can all thrive.
Room for Everyone
We`re proud to be an employer that embraces individuality, and we`re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a home for success, for both our employees and students, requires exceptional people with a passion for creating room for everyone, doing what`s right, keeping US safe, and raising the bar. Join us as we build better experiences for students that live with us.
We are US.
