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Service Delivery Manager 📍 Cardiff 💰 £60,000 Hybrid The Opportunity An established and growing IT Managed Services provider is looking for an experienced Service Delivery Manager to join their Customer Success function. You’ll take ownership of key customer accounts — ensuring service excellence, driving continuous improvement, and acting as the customer’s champion internally. This is a senior, customer-facing role where relationship strength, ITIL expertise and commercial awareness are equally important. What You’ll Be Doing • Acting as primary point of contact for strategic customer accounts, • Managing contracts and SLAs, including performance reporting and reviews, • Leading major incident processes and escalations, • Engaging with senior stakeholders and executive-level contacts, • Driving continual service improvement initiatives (automation, process enhancement, maturity uplift), • Managing third-party suppliers and ensuring contractual compliance, • Overseeing onboarding and transition of new customers into steady state, • Ensuring compliance with ISO27001, ISO20000, GDPR and governance standards, • Producing governance reports and leading service review meetings, • Coaching and mentoring less experienced SDMs What We’re Looking For • Minimum 5 years’ experience in IT Managed Services, • Strong ITIL / ITSM expertise (certified preferred), • Experience managing SLAs and customer contracts, • Demonstrable executive stakeholder engagement, • Major incident leadership experience, • Strong data-driven mindset and reporting capability, • Supplier management experience, • Continuous improvement mindset, • Confident communicator able to influence at all levels Why Apply? • High-impact, customer-facing leadership role, • Opportunity to shape service maturity and standards, • Strategic involvement with key client accounts, • Growing managed services environment, • Clear route to senior leadership influence Ready to Apply? Contact Jack Winder to find out more. Please apply with a CV and a cover letter outlining why you’re perfect for the role. Know someone great for the job? We offer a referral scheme—just get in touch! Note: We do our best to respond to every application, but due to volume, we can’t always guarantee it. If you haven’t heard back within 7 days, unfortunately, you haven’t been successful this time. Keep an eye on our site for new opportunities!

Please note: This role is under Pullman Rail which is a subsidiary or Transport for Wales Permanent Opportunity Equal Opportunities At Pullman Rail we value diversity. It makes us stronger, helps us understand our customers better, make better decisions and be more innovative. Everyone’s different and has their own perspective, so we’re building a diverse team that mirrors the communities we serve. Through this we’re determined to be one of Wales' leading inclusive employers. Who we are At Pullman Rail (part of the Transport for Wales family), we’re on a mission to be the engineering and overhaul partner of choice to the UK transport network. From our purpose-built facility in Cardiff, we provide comprehensive services including vehicle overhauls, heavy maintenance, component repairs and system upgrades to a large proportion of the UK rail fleet. Safety, quality and continuous improvement are at the heart of everything we do. Our skilled engineers, technicians and support teams play a vital role in supporting the reliability and performance of the UK rail network — and we are proud to contribute to the industrial strength of South Wales. We are an open and inclusive place to work, where everyone is welcome and supported to reach their full potential. Role responsibilities We are seeking a Head of Compliance – Facilities Management & HSE to provide strategic leadership and operational oversight across all Health, Safety, Environment (HSE) and Facilities Management activities for Pullman Rail. Reporting directly to the Managing Director, this role is responsible for ensuring a safe, compliant, efficient and high-performing working environment across all operational areas and offices. The post holder will lead the Facilities Management and HSE teams, oversee statutory compliance, manage key contracts and budgets, and ensure alignment with wider Transport for Wales safety strategies and assurance frameworks. This is a senior leadership role with accountability for both hard and soft FM services, preventive and planned maintenance programmes, sustainability initiatives, and organisational health and safety governance. Responsibilities include but are not limited to: • Safety & Ethics – Lead the implementation of the Pullman Rail SHEQ strategy, ensuring compliance with legislative, regulatory and internal standards. Champion a strong safety culture and act as the competent person for statutory processes including L8 (Legionella)., • Strategic Leadership – Set and deliver the Health & Safety and Facilities Management strategy, aligning operational delivery with business objectives and long-term site requirements., • Facilities Management & Compliance – Oversee all hard and soft FM services, ensuring buildings, infrastructure and systems meet statutory, safety and operational standards. Implement and manage robust Planned and Preventative Maintenance (PPM) programmes to minimise reactive work and operational disruption., • Contract & Supplier Management – Lead procurement, negotiation and performance management of FM and HSE contracts. Act as principal point of contact for contractors and manage the Control of Contractors process., • Financial & Commercial Control – Plan and manage Facilities and HSE budgets, ensuring effective cost control, value for money and informed investment decisions supported by asset management data., • Risk & Assurance – Lead incident investigations, ensure timely CAPA close-out, manage compliance KPIs and maintain readiness for audits and ISO standards. Provide clear reporting and assurance to senior leadership and external stakeholders., • Sustainability & Continuous Improvement – Drive initiatives to improve energy efficiency, reduce carbon emissions and embed continuous improvement across facilities and compliance functions., • People & Culture – Lead, develop and support high-performing Facilities and HSE teams, fostering a culture of accountability, inclusion and continuous improvement. Who we’re looking for • A senior compliance professional with significant experience leading Health, Safety, Environment and Facilities Management functions, ideally within rail, engineering, manufacturing or other safety-critical environments., • Certified Facilities Manager (CFM) or equivalent professional facilities management qualification – essential., • Strong knowledge of health, safety, environmental and regulatory compliance frameworks (e.g. ISO standards, RISAS)., • Proven experience managing complex facilities contracts, procurement processes, budgets and supplier performance., • Demonstrated experience in risk management, incident investigation and driving CAPA to closure., • A strategic thinker with strong analytical, decision-making and change management capability., • An experienced leader with excellent stakeholder engagement and communication skills, able to operate effectively at senior level., • A resilient and adaptable professional who thrives in a dynamic, fast-paced operational environment. Welsh language skills would make a great addition to your application, but they are not essential for this role. Next steps Does this role sound like the opportunity you are looking for? Do you want to find out more? Please get in touch. This advert will close at midnight on the day of the application closing date stated above. We encourage early applications as we reserve the right to close this vacancy early if sufficient applications are received. Please note: You must hold the permanent right to work in the UK. We are not currently able to provide sponsorship.

Please note: This role is under Pullman Rail which is a subsidiary or Transport for Wales Permanent Opportunity Equal Opportunities At Pullman Rail we value diversity. It makes us stronger, helps us understand our customers better, make better decisions and be more innovative. Everyone’s different and has their own perspective, so we’re building a diverse team that mirrors the communities we serve. Through this we’re determined to be one of Wales' leading inclusive employers. Who we are At Pullman Rail (part of the Transport for Wales family), we’re on a mission to be the engineering and overhaul partner of choice to the UK transport network. From our purpose-built facility in Cardiff, we provide comprehensive services including vehicle overhauls, heavy maintenance, component repairs and system upgrades to a large proportion of the UK rail fleet. Safety, quality and continuous improvement are at the heart of everything we do. Our skilled engineers, technicians and support teams play a vital role in supporting the reliability and performance of the UK rail network — and we are proud to contribute to the industrial strength of South Wales. We are an open and inclusive place to work, where everyone is welcome and supported to reach their full potential. Role responsibilities We are seeking a Head of Compliance – Facilities Management & HSE to provide strategic leadership and operational oversight across all Health, Safety, Environment (HSE) and Facilities Management activities for Pullman Rail. Reporting directly to the Managing Director, this role is responsible for ensuring a safe, compliant, efficient and high-performing working environment across all operational areas and offices. The post holder will lead the Facilities Management and HSE teams, oversee statutory compliance, manage key contracts and budgets, and ensure alignment with wider Transport for Wales safety strategies and assurance frameworks. This is a senior leadership role with accountability for both hard and soft FM services, preventive and planned maintenance programmes, sustainability initiatives, and organisational health and safety governance. Responsibilities include but are not limited to: • Safety & Ethics – Lead the implementation of the Pullman Rail SHEQ strategy, ensuring compliance with legislative, regulatory and internal standards. Champion a strong safety culture and act as the competent person for statutory processes including L8 (Legionella)., • Strategic Leadership – Set and deliver the Health & Safety and Facilities Management strategy, aligning operational delivery with business objectives and long-term site requirements., • Facilities Management & Compliance – Oversee all hard and soft FM services, ensuring buildings, infrastructure and systems meet statutory, safety and operational standards. Implement and manage robust Planned and Preventative Maintenance (PPM) programmes to minimise reactive work and operational disruption., • Contract & Supplier Management – Lead procurement, negotiation and performance management of FM and HSE contracts. Act as principal point of contact for contractors and manage the Control of Contractors process., • Financial & Commercial Control – Plan and manage Facilities and HSE budgets, ensuring effective cost control, value for money and informed investment decisions supported by asset management data., • Risk & Assurance – Lead incident investigations, ensure timely CAPA close-out, manage compliance KPIs and maintain readiness for audits and ISO standards. Provide clear reporting and assurance to senior leadership and external stakeholders., • Sustainability & Continuous Improvement – Drive initiatives to improve energy efficiency, reduce carbon emissions and embed continuous improvement across facilities and compliance functions., • People & Culture – Lead, develop and support high-performing Facilities and HSE teams, fostering a culture of accountability, inclusion and continuous improvement. Who we’re looking for • A senior compliance professional with significant experience leading Health, Safety, Environment and Facilities Management functions, ideally within rail, engineering, manufacturing or other safety-critical environments., • Certified Facilities Manager (CFM) or equivalent professional facilities management qualification – essential., • Strong knowledge of health, safety, environmental and regulatory compliance frameworks (e.g. ISO standards, RISAS)., • Proven experience managing complex facilities contracts, procurement processes, budgets and supplier performance., • Demonstrated experience in risk management, incident investigation and driving CAPA to closure., • A strategic thinker with strong analytical, decision-making and change management capability., • An experienced leader with excellent stakeholder engagement and communication skills, able to operate effectively at senior level., • A resilient and adaptable professional who thrives in a dynamic, fast-paced operational environment. Welsh language skills would make a great addition to your application, but they are not essential for this role. Next steps Does this role sound like the opportunity you are looking for? Do you want to find out more? Please get in touch. This advert will close at midnight on the day of the application closing date stated above. We encourage early applications as we reserve the right to close this vacancy early if sufficient applications are received. Please note: You must hold the permanent right to work in the UK. We are not currently able to provide sponsorship.

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