We’re looking for a Service Delivery Manager to play a key role in shaping how we deliver managed services to our customers. You’ll work closely with clients and our internal teams to make sure they’re getting real value from our services.
You’ll be the go-to person for customers, keeping communication clear and proactive, and making sure our delivery teams have what they need to succeed.
This isn’t a box-ticking or governance role, you’ll be hands-on across projects and live services, helping design, transition, and run them smoothly. It’s about finding the right balance between people, process, and performance to drive great customer experiences, efficient operations, and solid business outcomes.
* Acting as the primary service management contact for multiple customers, working alongside our Technical Account Managers and Agile Delivery Managers on-site in our Bridgend office.
* Building strong relationships with customers and internal delivery teams, fostering a supportive, collaborative environment.
* Supporting service transition from project delivery into live operations, ensuring new services are properly designed, documented, and supported.
* Designing and aligning service models to contract requirements and continuously improving how we deliver managed services.
* Monitoring and managing service metrics and SLAs, visualising data and presenting insights clearly to customers.
* Chairing service review meetings and creating service improvement plans where needed.
* Keeping a close eye on service costs vs. revenues to help us stay commercially healthy while still delivering excellent service.
* Learning and adapting to customer toolsets (Jira, ClickUp, Azure DevOps, Confluence, etc.) to manage workloads, improvements, and reporting.
* Contributing to the ongoing development of our service desk tools and internal processes.
* Occasionally travelling to customer sites when face-to-face delivery is required.
What we’re looking for:
* Strong people skills, a natural team player who can bring others together and lead by influence.
* Excellent customer relationship management and communication skills, including confident presentation abilities.
* Demonstrated experience in service management across multiple customers and/or multi-disciplinary teams.
* Knowledge of service transition and service design, including how projects move into BAU.
* Ability to understand, present, and act on service metrics.
* Commercial awareness — able to balance service excellence with cost control.
* Flexible, pragmatic, and able to learn new tools and processes quickly.
* Experience managing operational teams.
* Experience/Knowledge of ITIL best practice and/or ITIL certification.
* Experience developing different processes, playbooks, or documentation.
* Background in cloud, digital transformation, or technology consulting (beneficial but not essential).
* Experience juggling project delivery and ongoing service management.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Information Technology and Project Management
Industries
IT Services and IT Consulting
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