Queen Square Recruitment
ITSM Service Delivery Manager
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ITSM Service Delivery Manager (SC Cleared)
📍 Suffolk (100% Onsite)
💷 £575 per day (Inside IR35)
📅 6-Month Initial Contract
🚀 ASAP Start
Active SC Clearance Required
The Opportunity
We are seeking an experienced ITSM Service Delivery Manager to join a major programme in Suffolk on an initial 6-month contract. This is a highly visible customer-facing role, responsible for the end-to-end delivery of IT managed services, ensuring exceptional service performance, customer satisfaction, contractual compliance, and continual service improvement.
Acting as the key interface between customers, internal delivery teams, and third-party suppliers, you will ensure services are delivered in line with agreed SLAs, operational objectives, and business outcomes.
This role offers the opportunity to work within a complex, enterprise-scale environment supporting critical services and driving operational excellence.
Key Responsibilities
Service Delivery Management
- Own the delivery of IT managed services across multiple service towers.
- Ensure compliance with SLAs, KPIs, OLAs, contractual obligations, and operational targets.
- Monitor service performance and drive service quality improvements.
- Lead service review meetings and present operational performance metrics to stakeholders.
- Ensure ongoing service continuity, availability, and operational stability.
Customer & Stakeholder Management
- Act as the primary customer-facing representative for service delivery.
- Build and maintain relationships across business, technical, and executive stakeholders.
- Manage customer expectations through proactive engagement and communication.
- Deliver regular service reporting, performance updates, and improvement recommendations.
Governance & IT Service Management
- Chair weekly, monthly, and quarterly governance meetings.
- Drive ITIL-aligned Incident, Problem, Change, Request, and Knowledge Management processes.
- Manage risks, issues, actions, and dependencies through effective RAID governance.
- Ensure contractual commitments and compliance requirements are consistently met.
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Continual Service Improvement
- Identify opportunities to improve efficiency, automation, customer experience, and service quality.
- Create and maintain CSI plans.
- Analyse trends and implement improvements to reduce recurring incidents.
- Support service transformation and modernisation initiatives.
Supplier & Vendor Management
- Govern third-party suppliers and support partners.
- Monitor supplier performance against agreed service levels.
- Manage vendor escalations and drive issue resolution.
- Support SIAM and multi-vendor operating environments.
Financial & Commercial Management
- Support budgeting, forecasting, and service review activities.
- Monitor service consumption and identify cost optimisation opportunities.
- Contribute to contract renewal planning and commercial discussions.
- Manage service credits, risks, and contractual obligations effectively.
Service Transition & Project Support
- Support onboarding and transition of new services into BAU operations.
- Ensure operational readiness throughout project lifecycles.
- Review support models, solution designs, and service acceptance criteria.
- Ensure completion of documentation and knowledge transfer activities.
Leadership
- Provide leadership and direction to operational and service management teams.
- Foster a customer-focused, high-performance culture.
- Support resource planning, capability development, and team engagement.
- Coach and mentor team members where appropriate.
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Essential Experience
- Proven experience as a Service Delivery Manager within a Managed Services environment.
- Strong knowledge of ITIL Service Management disciplines including Incident, Problem, Change, and Service Level Management.
- Experience managing enterprise services across: Microsoft 365, Azure, Service Desk, End User Computing, Networks, Security, Cloud Services
- Excellent stakeholder management and customer engagement skills.
- Experience managing suppliers within SIAM or complex multi-vendor environments.
- Strong governance, reporting, service improvement, and analytical capabilities.
- Demonstrable experience delivering against SLAs, KPIs, and contractual commitments.
- Experience optimising and maximising value from the ServiceNow ITSM platform.
Desirable Experience
- ITIL Foundation or ITIL Managing Professional certification.
- Hands-on experience with ServiceNow ITSM.
- Knowledge of Microsoft Azure, Microsoft 365, Intune, and Modern Workplace technologies.
- Experience supporting service transitions and digital transformation programmes.
- Prince2, Agile, Scrum, or other project management certifications.
- Experience within highly regulated sectors such as: Energy, Utilities, Nuclear, Healthcare or Financial Services
Apply Now
If you're an experienced SC Cleared Service Delivery Manager with a strong ITSM background and are available to start at short notice, we'd like to hear from you.
(Candidates must hold active SC Clearance with a minimum of 3 months' validity remaining to enable transfer. Unfortunately, applications from candidates without active SC clearance cannot be considered.)
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