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