Service Delivery Manager

The Service Delivery Manager (SDM) ensures the organisation delivers against contracted service obligations defined in the signed service agreement. Beyond SLA and KPI compliance, the SDM maintains a clear, current understanding of true service quality by building strong, mutually respected relationships with key client stakeholders, ensuring the basics are done right while driving continual service improvements and value-add opportunities.

Working across a portfolio of accounts and acting as the official ‘voice’ of the customer, the SDM works closely with the client, internal service operations, and sales teams to ensure effective, high-quality service delivery through BAU, service transitions, service reviews, and service improvement.

• Minimum 5+ years’ experience in Service Management, Service Delivery or a client-facing IT operations role.
• Good understanding of ITIL Service Management principles and frameworks.
• Demonstrated ability to manage SLAs, KPIs, and service governance in a complex environment.
• Strong stakeholder management and communication skills at all levels.
• Familiarity with MSP or outsourced service delivery environments.

• ITIL v4 Foundation certification (or equivalent).
• Commercial awareness, with experience working alongside account or commercial management functions.

• Actively monitor SLAs and KPIs on an ongoing basis to ensure contractual compliance
• Engage with delivery teams proactively to identify and drive service improvement actions where performance gaps arise.
• Ensure SLA breaches are managed, communicated, and formally remediated.
• Ensure all service obligations within the signed agreement are fulfilled.
• Collaborate with the relevant Account Manager where gaps are identified or contractual terms are no longer fit for purpose.
• Ensure services are delivered in line with contractual and compliance requirements.
• Enforce agreed processes, controls, and governance standards across service operations.

• Serve as a key point in the escalation flow, focusing on resolving issues early before they elevate to a significant hierarchical level.
• Work with the Major Incident Manager (MIM) on incident and major incident handling, governance and communication.
• Review Root Cause Analysis (RCA) reports and Major Incident Reviews.
• Ensure correct escalation paths, stakeholder communications, and post-incident governance are followed.

• Own the process for managing relevant service improvement plans and identifying opportunities to enhance service provision.
• Maintain and actively track a Continual Service Improvement (CSI) register.
• Use service data, trends, and customer feedback to drive tangible improvements in service value over time.

• Review and sign off relevant service reports.
• Chair Monthly Service Reviews, produce meeting actions, and ensure all actions are completed or updated prior to the next review.
• Provide input into Quarterly Business Reviews (QBRs), clearly presenting performance, risks, trends, and improvement actions.

• Engage with clients early during onboarding transitions to facilitate relationship-building and service design alignment.
• Ensure full familiarity with contracted services before go-live, with enough runway to address design or delivery gaps.

• Act as the primary operational point of contact for the client.
• Build trusted, long-term relationships with key stakeholders across the client's business.
• Manage expectations proactively and maintain clear, transparent service communications.

• Attention to Detail:
  Maintains high…