Service Delivery Manager Cardiff £60000 The Opportunity 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. What You'll Be Doing 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 ISO27001, ISO20000, GDPR and governance standards Producing governance reports and leading service review meetings Coaching and mentoring less experienced SDMs What We're Looking For 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 Why Apply? 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 Ready to Apply? 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