Service Delivery Manager - ITSM ITIL

Service Delivery Manager – IT Managed Services

Location: Cardiff (3 days office based, 2 days remote + occasional client site meetings)

Salary: Negotiable on experience around £35000

We are seeking an experienced Service Delivery Manager (SDM) to join our IT Managed Services team*/), reporting to the Director of Customer Success. The SDM will be responsible for overseeing the delivery of IT services to our key customers, ensuring service levels are met and continually improved. The successful candidate will act as the customer’s champion within the company, maintaining robust relationships and ensuring our services align with customer needs and ITIL standards.

• Serve as the primary customer‑facing contact, building trusted relationships and acting as the champion for assigned customer accounts within Vista.
• Contract and SLA Management:
  Manage customer contracts and Service Level Agreements, including regular reviews, negotiations, and reporting on SLA performance and compliance.
• Lead major incident management processes for designated accounts, coordinating with technical teams and keeping customers informed throughout (supported by the wider team).
• Engage regularly with customer executives and senior stakeholders, articulating priorities, service performance, and ongoing improvement initiatives.