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Service Delivery Manager
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Service Delivery Manager
Permanent
Location: UK - Remote
Salary: £75,000 - £85,000 (+ benefits)
Skills: SC Clearance, IT Service Delivery, ITIL, Managed Services, SLA Management, Customer Relationship Management, Service Reviews, Stakeholder Management
We're recruiting an SC Cleared Service Delivery Manager to join a leading technology consultancy delivering managed services to large public sector customers.
This is a customer-facing role where you'll take ownership of a portfolio of managed service contracts, ensuring services are delivered against agreed SLAs while building strong relationships with customers and internal delivery teams.
Although the role is home-based, you'll be expected to travel to customer sites for service reviews, workshops and stakeholder meetings when required.
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Due to the nature of the work valid SC Clearance is required.
What you'll be doing
- Managing a portfolio of IT managed service customers.
- Acting as the primary point of contact for service delivery and customer engagement.
- Leading regular service reviews and reporting against SLA and KPI performance.
- Managing service risks, issues and escalations.
- Supporting the transition of new services into business-as-usual.
- Working closely with technical delivery teams, suppliers and stakeholders to ensure successful service delivery.
- Monitoring financial performance, forecasting and supporting renewals and service enhancements.
- Identifying opportunities for continual service improvement.
What we're looking for
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- Experience managing IT managed services within an IT Service Provider or Consultancy environment.
- Strong customer relationship management experience.
- Experience managing service performance against SLAs and KPIs.
- Knowledge of ITIL service management principles.
- Experience producing service reports and leading customer service review meetings.
- Strong organisational, planning and stakeholder management skills.
- Commercial awareness, including renewals, forecasting or service financials.
Desirable
- Active SC Clearance.
- ITIL Foundation (or higher).
- Experience working within Central Government.
- Experience working alongside cloud-based managed services (Azure or AWS environments).
- Experience transitioning services into live support.
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