Incident Service Delivery Manager (FTC)

Incident Service Delivery Manager (FTC)

Location: Bracknell with some additional travel

12 Months Fixed Term Contract

As an Incident Service Delivery Manager you will play a pivotal role in the day-to-day management of all aspects of the service delivery with a focus on incident management. 

You will manage elements of service delivery to lower and middle management level within the customer(s) in order to deliver contracted service commitments to SLA and to budget. Undertake and support the management of incident and major incident investigations and attending technical bridges. You will produce monthly reports on incidents and ensure reviews are undertaken alongside this conduct trend analysis, preparing business cases, attending Customer meetings and reducing aged tickets. The monthly reports are used to support the production of the monthly service performance reports. The Incident Service Delivery Manager will require the processing and coordination of appropriate and timely responses to incident reports, including channeling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration. 

We are looking for a candidate who drives a culture of continual service improvement and inputs to the Service Improvement Plan in order to maintain and improve the service and levels of customer satisfaction and improve the end-to-end incident management process. 

Our team prides itself on strong collaboration, clear communication and a commitment to delivering secure, reliable and high‑quality services.

• Strong understanding of Service Delivery Management standards and processes, particularly across incident, problem, and change management
• The ability to convey complex technical information clearly to both technical and non‑technical audiences.
• Proactive self-starter who takes ownership of tasks and outcomes.

• Highly organised, with strong planning abilities and the capacity to prioritise workloads and meet deadlines.

   

• Skilled in report writing, data interpretation, and analytical review.
• Good awareness of financial management principles.
• Applies a structured, analytical approach to problem-solving.
• Experience managing service delivery performance against SLAs, KPIs, and customer satisfaction metrics.
• Skilled in managing escalations, resolving complex issues, and driving continual service improvement initiatives.

Your benefits:

26 Days annual leave plus public holidays (3 flexible)

Pension – Double matching contributions of up to 10%

Life assurance

Companywide incentive plans

Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)

Perks at work – employee discounts

Employee assistance programme/ virtual GP

GymPass (Wellhub) – Access to a range of free and paid options for fitness and wellbeing

Private medical

company car or car allowance

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Email EMEIArecruitment@fujitsu.com if you would like to apply through the Disability Confident Interview Scheme.

Achieve together

We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.

We are people centric: Our work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion. 

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