Position Overview
We require an experienced Service Delivery Manager (SDM) to grow our digital managed service business and manage relationships with a diverse range of clients in a fast‑moving environment. The SDM supports and runs application managed services, acting as the bridge between clients, technical delivery teams, suppliers and operational delivery teams.
Responsibility
* Lead client communications for all service‑related interactions and performance.
* Manage uncertainty and change, especially in early engagement stages.
* Ensure Deloitte and clients meet all contracted service obligations.
* Maintain and update client contracts.
* Drive continuous improvement through reporting, trend analysis and service improvement plans.
* Manage operational risks and issues related to the engagement.
* Oversee financial management of managed service accounts.
* Identify further commercial opportunities within existing accounts.
* Contribute to the wider engagement management team.
* Participate in initial service design and transition efforts.
* Govern and report on service performance.
* Coordinate with technical delivery leads, AMS, Cloud Operations and Security leads on operational activities impacting service or the client.
* Participate in change and release management meetings.
* Engage in delivery programme discussions to anticipate operational impacts.
* Lead, guide and develop people, where applicable.
Your Personal Characteristics
* Ability to become a trusted advisor to clients.
* Strong bias for action.
* Passion for technology.
* Desire to learn and continually develop.
* Effective verbal and written communication for technical and consultative audiences.
* Great attention to detail.
Required Skills and Professional Experience
* Experience in IT Service Management, particularly as a Service Delivery Manager.
* Experience leading and motivating cross‑functional teams, including direct reports and matrixed resources.
* Strong stakeholder management and ability to influence at executive level.
* Strong project management skills and ability to manage multiple priorities.
* Experience managing customer expectations in a support service environment.
* Experience with SLA management and client outcomes.
* Understanding of agile and DevOps approaches to delivery.
* Knowledge of current Data Protection and Privacy legislation.
* Willingness to submit to BPSS and Security Clearance (SC) vetting processes.
* Experience with ITSM tools (e.g., ServiceNow, Jira).
Desirable
* Experience in outsourcing bids, from pre‑sales to implementation.
* Experience in contract writing, negotiation and supplier management.
* Experience with digital platforms and cloud technologies.
* ITIL practitioner (minimum v4) or equivalent.
Location and Working Policy
Based in Belfast with a hybrid working model, offering flexibility to work in the local office, virtual collaboration spaces, client sites and remotely.
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