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 experience working within IT Managed Services
* Strong working knowledge of ITIL and IT Service Management processes
* Proven 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.
Mainly office based in Cardiff but with some home working
Full-time, permanent.
If this sounds like the kind of responsibility you enjoy, it’s worth a conversation.