My client are a growing organisation providing secure critical network and ICT infrastructure, managed services, and secure communications solutions. Supported by private equity investment, we are entering a significant growth phase, focused on strategic acquisitions and scaling our managed service capabilities, technical expertise, and customer reach.
The mission is to become a leading national provider of secure communications, secure infrastructure, and managed services. We work across critical national infrastructure sectors including Healthcare, Defence, Government, Industrials, Enterprise, and Datacentres.
We are committed to secure digital transformation, ensuring connectivity, efficiency, compliance, and resilience for our customers. Our team brings deep technical expertise, supported by project management and service delivery specialists who partner closely with clients to design, build, and maintain scalable and resilient ICT solutions.
Our culture is built on collaboration, innovation, and continuous improvement. We value long-term partnerships and invest in the growth and development of our people, empowering them to make a real impact.
About the Team
The Service Delivery Management team ensures the effective delivery of services to clients. They drive service performance, customer satisfaction, and retention, while identifying opportunities for service improvement and growth. Operating within ITIL best practice, the team works closely with internal and external stakeholders to deliver consistently high standards and measurable results.
Job Purpose
The Service Delivery Manager plays a key role in ensuring customers receive excellent service. This includes building strong relationships, managing all aspects of service delivery, and overseeing ITSM processes such as Incident Management, Problem Management, Service Request Management, Asset and Configuration Management, Knowledge Management, and Continual Service Improvement.
Key Responsibilities
* Act as the primary point of contact for service delivery matters and escalation.
* Manage and oversee all aspects of the service lifecycle.
* Lead structured customer reviews and present performance updates.
* Ensure service delivery meets agreed SLAs and KPIs.
* Identify and implement service improvement initiatives.
* Provide monthly reports on performance, utilisation, SLA adherence, and customer satisfaction.
* Manage contract changes, financial tracking, and ensure accounts remain profitable.
* Support seamless transition of new projects into live service.
* Maintain CRM records, documentation, and financial data accurately.
* Ensure health and safety standards are upheld and risks reported.
Skills & Experience
* Proven experience in a Service Delivery Manager role within a managed services or systems integration environment.
* Strong understanding of ITIL best practice and service management processes.
* Demonstrated ability to drive service improvements and customer satisfaction.
* Commercially minded, with experience managing budgets, contracts, and identifying growth opportunities.
* Technical understanding of ICT infrastructure (knowledge of networking, structured cabling, or Wi-Fi advantageous).
* Strong skills in SLA/KPI management, reporting, and trend analysis.
* Experience with service transition, remote support tooling, and customer self-service environments.
* Excellent organisational, problem-solving, and stakeholder management skills.
* Strong written, verbal, and presentation skills with a customer-first mindset.
* Proficiency in Microsoft 365 applications and experience with CRM systems.
Education & Qualifications
* Degree-level education or equivalent experience preferred.
* ITIL Intermediate (v3 or v4) certification (or equivalent).