Service Delivery Manager
10 days ago
Caerphilly
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