Senior Service Delivery Manager

Service Delivery Manager – Cardiff – Hybrid (3x a week onsite) – Hospitality Client Experience
-Up to £70,000

Our Technology Consultancy client is seeking an experienced and driven Service Delivery Manager with strong ITIL knowledge and a comprehensive understanding of IT managed services. This role is highly customer-facing, focused on building trusted client relationships while managing customer contracts and Service Level Agreements (SLAs).

The successful candidate will come from a customer-facing Service Delivery Management background and will act as the primary Service Delivery Manager for hospitality clients (previous experience delivering services to hospitality clients is highly desirable). You will develop, implement, and maintain IT service delivery processes aligned with ITIL best practice and ITSM frameworks, working closely with internal department managers to drive continuous improvement and service maturity.

You will be experienced in risk and compliance management, proactively identifying service delivery risks and ensuring compliance with relevant standards (ISO 27001, ISO 20000, GDPR, etc.). You will have a strong understanding of IT Service Management, combined with an analytical, data-driven approach to problem-solving and service improvement. Key strengths should include excellent customer-facing skills, strong analytical capability, and solid technical depth.

• Minimum of 5 years’ experience in IT Managed Services
• Strong understanding of IT Service Management (ITSM) practices and processes
• Proven experience applying the ITIL framework
• Demonstrable experience in customer-facing leadership roles (hospitality or retail clients highly desirable)
• Strong analytical and data-driven approach to problem-solving and service improvement

Cardiff based (3x a week onsite)