Service Delivery Professional – IT Managed Services

Overview

In this role you will design, monitor and continuously improve service level agreements to meet customer requirements and contractual obligations. You will work with cross-functional teams across the UK and Europe to ensure timely, cost-effective delivery of services for rugged hardware solutions. You will drive ITIL-based service quality improvements, coordinate incident recovery, and support contract renewals while maintaining strong stakeholder communication. This is a hands-on role that combines service delivery, governance, and commercial awareness in a dynamic, customer-focused environment.

Pay / Benefits

• Contributory Pension Scheme
• Life assurance 4x salary
• Private Medical Scheme
• Dental Scheme
• Employee Assistance Programme
• Staff discount on Panasonic products

Responsibilities

• Design, develop and maintain support processes to achieve SLAs
• Collaborate with technical teams to understand impacts, dependencies and risks and align service performance with customer requirements
• Ensure service agreements reflect business requirements, contractual obligations and operational capabilities
• Monitor service performance via internal statistics against SLAs and identify risks and opportunities
• Support regular service review meetings with customers, presenting performance metrics and improvement plans
• Contribute to ITIL-based initiatives to enhance service quality
• Coordinate major incident communication and oversee service recovery activities
• Support contract renewals and commercial discussions
• Coordinate communication with internal and external stakeholders to ensure clear project understanding and outcomes
• Keep up to date with market approaches to identify opportunities for refinements to current offerings

Key requirements

• 4+ years in IT Managed Services or IT Service Delivery
• Experience creating, negotiating and maintaining SLAs
• Project management methodology knowledge
• Understanding of ITIL service management principles
• Strong communication and stakeholder relationships
• Experience managing service reviews and continual service improvement
• Knowledge of supplier management processes
• Commercial awareness with understanding of service costing
• Knowledge of hardware/software IT solutions
• Good understanding of Microsoft Windows and back-end software
• High judgment and problem-solving capability
• Excellent communication and attention to detail

• communication
• stakeholder management
• problem-solving
• ITIL
• SLA management
• ITSM

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