Service Delivery Manager

Responsibilities

• Oversee end-to-end delivery of IT services across infrastructure, support functions and in close collaboration with the customer.
• Ensure services are delivered in line with agreed SLAs, KPIs, and compliance requirements.
• Monitor service performance metrics, analyse trends, and generate detailed reports for internal and client review.
• Act as the main point of contact for the customer regarding service delivery and performance.
• Manage incident, problem, and change management processes in accordance with ITIL best practices.
• Coordinate with internal IT teams (e.g., infrastructure, development, support) to resolve issues and implement improvements.
• Drive service improvement initiatives based on performance data, customer feedback, and technology developments.
• Manage vendor relationships and third-party service providers where applicable.
• Support IT governance, compliance, and audit-related activities as required.

• Strong experience in IT service delivery, IT operations, or client-facing IT roles.
• Strong understanding of IT service management frameworks (ITIL v3 or v4 certification preferred).
• Experience with ITSM tools such as Service Now, Jira Service Management, or CASD.
• Excellent communication, stakeholder management, and conflict resolution skills.
• Demonstrated ability to manage multiple projects and priorities under pressure.
• Strong analytical and problem‑solving capabilities.
• Experience managing cross‑functional teams in a complex technical environment.
• Experience in IT support environments, Incident Management, and/or system management of secure IT solutions, IT infrastructures, application hosting or components that contribute to IT service delivery.
• Proactive ownership of tasks, anticipation and identification of potential issues leading to service improvements.
• Commitment to collaborate and achieve together with committed people to join the Contact Centre Support Team.

We are Fujitsu – a Japanese company with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity and inclusion. We constantly push ourselves to do more and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, encouraging our people to bring their full selves to work. We call this Be Completely You.

We are inclusive. As a responsible business, it is important to us that we reflect the diversity of our society and customers. We are a Disability Confident company, a Times Top 50 employer for Women, a signatory for the Race at Work Charter, and are committed to the United Nations standards for LGBT+. We are people centric – supporting our people to work your way with a flexible and respectful approach to work that suits them and our customers best.

The role requires high-level security clearance. Please visit  and search for National security vetting: clearance levels.

• 26 Days annual leave plus public holidays (3 flexible)
• Pension – Double matching contributions of up to 10%
• Life assurance
• Company-wide incentive plans
• Flexible benefits such as increased holidays, travel, dental, critical illness and more
• Perks at work – employee discounts
• Employee assistance programme / virtual GP