Our superb client in Cardiff, a recognised leader in the IT Service Management sector, is seeking a dynamic Service Delivery Manager to join their growing team.
You will support the Director of Customer Success; ensuring the smooth delivery of IT services to key, blue chip customers, maintaining exceptional service and driving continual improvement.
You'll be the customer champion within the business - building strong, trusted relationships and ensuring services align with both customer needs and ITIL best practice.
The role will involve regular (twice weekly) work from the Cardiff HQ; some home working, and some time spent at customer HQs in London (roughly twice per month).
What you’ll be doing:
* Main point of contact for key customers, building trusted relationships and championing their needs.
* Manage contracts and SLAs, reviewing performance and ensuring compliance.
* Lead major incidents; coordinating technical teams and keeping customers informed.
* Work closely with senior stakeholders to discuss service performance, priorities, and improvement plans.
* Manage third-party suppliers to maintain service quality.
* Use data and analytics to identify trends and drive service improvements.
* Lead and support continuous service improvement initiatives.
* Ensure compliance with ISO standards (ISO 27001, ISO 20000) and GDPR.
* Mentor and guide service delivery team members, helping to set high standards for customer service.
* Oversee smooth onboarding and transition processes for new customers.
What we’re looking for:
* 5+ years' experience in IT Managed Services within the public or private sector.
* Strong understanding of ITSM and ITIL best practices.
* Proven experience in customer-facing leadership roles.
* Analytical and data-driven approach to problem-solving and improvement.
* Excellent communication skills and confidence working with senior stakeholders.
* Resilient, adaptable, and comfortable working in a fast-paced environment.
Salary & Benefits:
Salary will be negotiable depending on experience.
You will also receive a comprehensive benefits package including:
* Private Medical Insurance delivered through BUPA.
* Company pension scheme.
* Group income protection.
* 23 days holiday plus bank holidays.
* Life cover (4 x basic salary).
* Free on-site parking.
* Excellent reward & recognition scheme.
* Genuine opportunities to grow and develop professionally within the business.
* Discounted gym membership
This is an exciting opportunity to join a highly successful organisation in the next stage of their continued growth. If this role sounds like it could be you then we’d love to hear from you!
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