Service Delivery Manager

Overview

In this role you drive service delivery excellence for clients, leading onboarding, governance, and continuous improvement across cross-functional teams. You will act as the trusted advisor, managing escalations and ensuring value delivery within ISO 20000-aligned practices. You collaborate with internal and third-party partners to align on SLAs, budgets, and risk management. This is a growth-focused opportunity at a renowned IT services firm that prioritises wellbeing and career development, offering exposure to cloud-enabled managed services and multi-supplier environments.

Pay / Benefits

• Quarterly profit share
• Flexible/remote working
• Pension
• Private healthcare
• Life assurance
• Employee well-being programmes

Responsibilities

• Support service onboarding and transition to BAU support
• Manage customer escalations as the primary point of contact
• Chair operational governance forums and push for continual improvement
• Balance priorities across operational support and project delivery
• Coordinate internal and third-party delivery partners against SLAs/KPIs
• Lead major incident communications and restoration activities
• Conduct regular service reviews with customers and present performance data
• Drive service improvement initiatives with measurable benefits
• Manage financials including invoicing, forecasting, and margins
• Identify opportunities for additional work within existing accounts
• Ensure compliance with ITIL v4 and ISO/IEC 20000
• Oversee risk management and business continuity
• Forecast revenues, costs, and margins monthly
• Support and enable business development within accounts

Key requirements

• Significant experience in Service Delivery Management for managed services in regulated environments
• Eligible for UK SC Clearance
• Proven experience in SIAM/multi-supplier environments
• Strong stakeholder management with executive-level communication
• Experience managing account financials including invoicing and forecasting
• Cloud/technical awareness with AWS and/or Azure environments
• Strong reporting and analytics capabilities
• Excellent verbal and written communication skills
• Track record of continual service improvement and incident management
• ITIL v4 certification (Service Design, Operations, Transition)

• Stakeholder management
• Communication
• Problem solving
• ITIL v4
• SIAM / multi-supplier management
• Service reporting and analytics

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