IT Service Delivery Manager

We are currently recruiting for a Service Delivery Manager to join a leading Managed Service Provider supporting a major public sector customer.

This is an excellent opportunity for an experienced Service Delivery Manager who enjoys building strong customer relationships, driving continual service improvement and ensuring high levels of service delivery within a fast-paced managed services environment.

This is a predominantly remote role with one day per week required on-site in Swansea.

The Role

As the Service Delivery Manager, you will act as the primary point of contact for your assigned customer, ensuring contractual obligations are met while delivering an exceptional customer experience. You will work closely with internal technical teams and customer stakeholders to manage service performance, lead service reviews and identify opportunities for continual improvement.

Key Responsibilities

Act as the main point of contact for all service-related matters.

Manage customer relationships throughout the service life cycle.

Lead regular Service Review Meetings with customer stakeholders.

Produce Service Management reports and performance updates.

Monitor and report on SLA and KPI performance.

Drive continual service improvement initiatives.

Manage service escalations through to resolution.

Work closely with Account Management to support customer success.

Review service performance and contract profitability.

Build strong relationships with internal and external stakeholders.

Requirements

ITIL v4 Foundation certification.

Previous experience as a Service Delivery Manager, Service Manager or similar customer-facing service management role.

Experience within an IT Managed Services or Telecommunications environment.

Strong understanding of IT service management principles.

Experience managing SLAs, KPIs and customer service reviews.

Excellent communication and stakeholder management skills.

Commercial awareness and the ability to understand contract performance.

Experience with ServiceNow or similar ITSM platforms is desirable.

Comfortable working independently in a predominantly remote role.

If you're an experienced Service Delivery Manager looking for your next opportunity within a customer-focused managed services environment, we'd love to hear from you.

Apply today to find out more.