Service Delivery Manager

Service Delivery Manager

📍 Cardiff
💰 £60000

An established and growing IT Managed Services provider is looking for an experienced Service Delivery Manager to join their Customer Success function.

You’ll take ownership of key customer accounts - ensuring service excellence, driving continuous improvement, and acting as the customer's champion internally.

This is a senior, customer-facing role where relationship strength, ITIL expertise and commercial awareness are equally important.

• Acting as primary point of contact for strategic customer accounts
• Managing contracts and SLAs, including performance reporting and reviews
• Leading major incident processes and escalations
• Engaging with senior stakeholders and executive-level contacts
• Driving continual service improvement initiatives (automation, process enhancement, maturity uplift)
• Managing third-party suppliers and ensuring contractual compliance
• Overseeing onboarding and transition of new customers into steady state
• Ensuring compliance with ISO
  27001, ISO
  20000, GDPR and governance standards
• Producing governance reports and leading service review meetings
• Coaching and mentoring less experienced SDMs

• Minimum 5 years’ experience in IT Managed Services
• Strong ITIL / ITSM expertise (certified preferred)
• Experience managing SLAs and customer contracts
• Demonstrable executive stakeholder engagement
• Major incident leadership experience
• Strong data-driven mindset and reporting capability
• Supplier management experience
• Continuous improvement mindset
• Confident communicator able to influence at all levels

• High-impact, customer-facing leadership role
• Opportunity to shape service maturity and standards
• Strategic involvement with key client accounts
• Growing managed services environment
• Clear route to senior leadership influence

Contact Jack Winder to find out more.
Please apply with a CV and a cover letter outlining why you’re perfect for the role.
Know someone great for the job? We offer a referral scheme-just get in touch!

Note:

We do our best to respond to every application, but due to volume, we can’t always guarantee it. If you haven’t heard back within 7 days, unfortunately, you haven’t been successful this time. Keep an eye on our site for new opportunities!