Senior Service Delivery Manager

MERITUS are recruiting for a Senior Service Delivery Manager to join a leading Technology Consultancy, supporting the delivery of managed IT services across secure UK Government environments. SENIOR SERVICE DELIVERY MANAGER - UP TO £75,000 - REMOTE (UK) WITH CUSTOMER TRAVEL - ACTIVE SC CLEARANCE REQUIRED We are looking for an experienced Senior Service Delivery Manager with a strong background in managed services and customer-facing IT service delivery. This role will take ownership of a portfolio of services, ensuring performance against SLAs, maintaining excellent customer relationships and driving service improvements. You'll work closely with internal delivery teams, suppliers and customer stakeholders to manage day-to-day service operations, resolve escalations and ensure services continue to meet business requirements. The role is remote-based, however regular travel will be required for customer meetings, workshops and service reviews.

Responsibilities:

Own the delivery of managed services, ensuring agreed SLAs, KPIs and customer expectations are met.<br />Act as a key point of contact for customers, leading service reviews and managing escalations.<br />Build strong relationships with stakeholders across customer and internal teams.<br />Identify and deliver service improvements to enhance quality and customer satisfaction.<br />Support service transitions and ensure smooth delivery into BAU operations.<br />Manage suppliers and third-party providers, addressing performance issues where required.<br />Monitor service performance, financials, forecasting and reporting.<br />Support renewals, service enhancements and change requests.<br />Mentor and support Service Delivery Managers. Skills &amp; Experience: Essential: Active SC Clearance.<br />Experience working within an IT Service Provider or Managed Services environment.<br />Strong background in Service Delivery Management and customer relationship management.<br />Experience managing SLAs, service reviews and operational reporting.<br />Good understanding of ITIL principles and service management processes.<br />Experience with service transition, continual improvement and supplier management.<br />Commercial awareness, including forecasting, invoicing and service profitability.<br />Strong communication, organisation and stakeholder management skills.<br />Understanding of cloud environments such as Microsoft Azure or AWS.Desirable: ITIL certification.<br />Project Management experience or qualification.<br />Experience working with Government, Defence or other secure environments.<br />Experience managing offshore teams.Benefits Salary up p to £85,000<br />Remote working with customer travel.<br />25 days holiday + bank holidays Private healthcare. This is a great opportunity for an experienced Service Delivery Manager to join a growing technology consultancy, working with enterprise-scale managed services across secure Government environments