Customer Service Delivery Manager
IT Managed Services
Cardiff
We’re looking for an experienced Service Delivery Manager to take ownership of customer-facing IT managed services. This is a senior, visible role where you’ll sit between customers and technical teams, making sure services run smoothly, issues are handled properly, and relationships stay strong.
If you enjoy being the calm, trusted point of contact when things get busy, this one will make sense.
What you’ll be doing
Acting as the main point of contact for a portfolio of managed service customers
Owning contracts and SLAs, including reviews, reporting, and improvement plans
Leading major incident management, coordinating technical teams and keeping customers informed
Working closely with senior customer stakeholders, translating service performance into plain English
Managing third-party suppliers to ensure service quality and accountability
Using data to spot trends, risks, and opportunities to improve service delivery
Driving service improvements in line with ITIL and ITSM best practice
Overseeing change, onboarding, and transitions into live service
Acting as escalation lead during service hours and ensuring cover when required
Contributing to governance, service reviews, and continual improvement initiatives
Coaching and developing less experienced Service Delivery Managers where required
What we’re looking for
Ideally some previous experience within IT Managed Services
Strong working knowledge of ITIL and IT Service Management processes
Experience in a customer-facing delivery or service leadership role
Comfortable managing senior stakeholders and supplier relationships
Confident communicator who can handle pressure and difficult conversations
Analytical mindset with a focus on service improvement
Experience working in fast-paced, customer-driven environments
ITIL certification or equivalent ITSM qualification
Why this role appeals
You’ll have real ownership. Real customers. Real influence over how services are delivered and improved. It’s not a ticket-watching role. It’s about accountability, relationships, and getting things working better over time.
Hybrid working. Cardiff-based role.
Full-time, permanent.
If this sounds like the kind of responsibility you enjoy, it’s worth a conversation