West Malling, United Kingdom | Posted on 25/09/2026
The Service Delivery Manager (SDM) is responsible for delivering Technology services to a specific
internal business unit customer; driving consistent (SLA governed) service delivery, building a
collaborative and honest customer-supplier relationship and delivering timely, accurate and high
quality MI reporting. The SDM will strive to achieve the best possible customer outcomes for
internal business unit customers effectively balancing customer needs against resource availability
and commercial pressures.
The SDM will play a key role in the Service Delivery management structure, taking a share of rota’d
Incident Management escalation responsibilities alongside the rest of the Technology Service
Delivery management team (4x FTE’s) and will ensure quality and communication to their business
unit customers is maintained during Incident and Major Incident management scenarios.
The SDM will provide leadership through a matrix resourced structure to create a strong
performance driven and customer focused culture, feeding back improvements to the various
matrixed engineering functions within the Technology organisation. It is expected that the SDM will
leverage management information; past Incidents and consolidated customer feedback to drive
“data based” improvements to service performance.
The SDM will ensure the production of Monthly Service Review packs, ad-hoc Incident and Major
Incident Reports and relevant Management Information reports as required on a day to day basis to
Key Job Responsibilities:
Support the Technology Service Delivery Management team to maintain a strong servicerelationship with business stakeholders through regular engagement, ensuring continuedbuy in, transparency of decision making and evangelising the continued value of the ServiceCAF HR 1JD and PSJanuary 2023; Author: HR Delivery capabilities. Ensure that board reporting is transparent, accurate and positivelyreflected with the appropriate attention to stakeholder viewpoints.
Own allocated business unit Problem, Incident and Service Request fulfillment managementincluding ensuring that all SLA’s are reported, achieved and customer expectations are met(or exceeded) at all times. Specifically including management of more proactive, qualityrelated activities in addition to service levels.
Hold full responsibility for the end-to-end service provision to the allocated business unit;acting as a single point for escalation, and at all times ensuring that systems, processes andmethodologies as specified are followed to ensure effective monitoring, control and support
Work with the various project and delivery teams to ensure that projects impacting theallocated business unit are successfully and suitably transitioned especially where servicesare being added and removed.
Be involved with the ongoing communications with end Customers regarding serviceperformance and evolving requirements from the business units and reporting to SeniorManagement on all issues relevant to the services being supported.
Maintain and build strong customer and supplier relationships to ensure SLA’s and serviceexcellence are managed and maintained, including attending internal and external service
Working with the Service Delivery, project, Technology Security and procurement teams toco-ordinate input into new technology evaluation and introduction into CAF’s technicalsolution portfolio. Liaise with business stakeholders to provide consultative input to solutionchanges/updates/upgrades and assist in defining and communicating the roadmap.
Promote a “problem-solving” culture and
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