Service Delivery Manager

Overview

In this role you drive end-to-end service delivery for Operate engagements, partnering with clients and delivery teams to ensure high-quality outcomes. You will lead service design, transition, and delivery, while managing risks, SLAs, and vendor relationships. Your strong client relationships and ITIL expertise enable proactive improvements and measurable impact. This is a hybrid role based in Belfast or Manchester, offering growth through continuous development and cross-functional collaboration.

Pay / Benefits

• hybrid working
• flexible working policy
• wellbeing focus

Responsibilities

• Build and maintain trusted client relationships and act as strategic partner
• Lead design and development of new services aligned with client needs
• Oversee service transitions from design to live operation
• Ensure end-to-end service delivery meets SLAs and contractual obligations
• Lead incident, problem, and change management processes
• Monitor and improve service performance and reporting
• Identify and manage risks, issues, and escalations
• Manage vendor relationships and third-party partners
• Oversee financial performance and budgeting for engagements
• Champion continuous improvement and client satisfaction
• Provide leadership to operational delivery teams

Key requirements

• Proven experience as a Service Delivery Manager or similar role
• Eligible for UK Security Clearance (SC)
• Excellent client relationship management skills with senior stakeholders
• Strong understanding of ITIL and service management best practices
• Experience managing SLAs and performance reporting
• Ability to identify, manage, and escalate risks and issues
• Excellent communication, interpersonal, and presentation skills
• Strong analytical and problem-solving abilities
• Ability to work independently and in a team

• Excellent communication
• Interpersonal skills
• Presentation skills
• ITIL framework and service management
• Service level management and reporting
• Risk and issue management

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