Service Delivery Manager

IT Service Delivery Manager Location: Nr Cardiff (Hybrid)

Salary: £46,000 + Bonus + Benefits The Opportunity This is a fantastic opportunity for you, an experienced, confident IT Service Delivery Manager to take ownership of key Public and Private Sector accounts. If you thrive in a customer‑facing role, enjoy driving service excellence, and can translate data into meaningful improvements, this is a strong next step. What You’ll Do

• Lead service onboarding and go‑live activities
• Manage day‑to‑day service delivery across multiple accounts
• Produce and present monthly service performance reports
• Maintain service documentation, registers, and action plans
• Manage change requests and ensure process compliance
• Identify and implement service improvements
• Work closely with technical, solutions, and sales teams
• Support customer meetings, service reviews, and account development What You’ll Bring Essential:
• Experience in Service Delivery Management
• Strong background in IT & communications managed services
• Excellent customer‑facing and relationship‑building skills
• Confident with Excel, PowerPoint, Visio, Power BI and Word
• ITSM experience
• Security Cleared or willing to obtain clearance Desirable:
• ITIL Foundation (v3 or v4)
• Experience in SIAM environments
• Process design and improvement skills Who You Are
• Customer‑focused, proactive, and solutions‑driven
• Strong communicator who can simplify technical information
• Calm under pressure and able to juggle multiple accounts
• Analytical, organised, and committed to continual improvement
• Professional, confident, and effective in client‑facing situations You’ll join a forward‑thinking organisation where service quality genuinely matters. You can expect autonomy, variety, and the chance to shape how services are delivered and improved