IT Service Delivery Manager

Job Title: IT Service Delivery Manager

Location: Cardiff, with regular on site client visits

Salary: From £50,000 + £6,000 Car allowance

Contract type: Permanent

Our Service Delivery Managers are responsible for ensuring the highest level of service is provided to our diverse portfolio of IT managed services customers. This role involves building and maintaining strong long‑term relationships remotely and acting as the bridge between the customer and our operational delivery teams. You will engage with the customer to lead service reviews to provide insight to the service and drive continuous improvement and profile immediate and strategic opportunities.

As a Service Delivery Manager, you will need to be a strong communicator, with an ability to provide continuity for incidents. The ability to influence all areas of the business into providing best service to clients is essential at all levels. Please note, we are looking for someone based in the Cardiff area, due to the location of our customers.

A Full UK drivers' license is essential and this role will also involve an on‑call rota.

• Taking ownership of the service that's being delivered
• Building and maintaining effective business relationships with customers
• Proactive SLA management to ensure we are meeting SLA and associated KPIs
• Collaborating and working with the business's senior stakeholders and sales executives on account management, strategy, and growth
• Ensuring operational teams are aware of planned changes and the appropriate support structures are in place
• Delivery of reports and service review meetings remotely or onsite as per contract
• Champion the completion of NPS surveys with customers and strive to achieve a promoter score for all customers
• Ensuring best practice processes are in place, followed, monitored, and audited as per the agreed schedules

• Previous experience as an SDM and managing large customers
• Conversant with the ITIL Framework (IT Infrastructure Library)
• Experience of working in a service management role within an Information Technology environment
• Demonstrable experience of achieving targets and delivering an effective service to customers with SLAs
• Strong communication skills – written and verbal with an understanding of situational best practices
• Ability to lead, manage and/or influence both internal resources and customer resources to achieve successful outcomes
• Demonstrable experience of producing and analysing customer service delivery performance reports, presenting findings and recommendations to management and customers to improve the service

• Evidence of achieving promoter level relationship scores amongst customer portfolios
• Previous experience of working collaboratively with customers to support their IT strategy, profiling and acting on future opportunities
• Experience of delivery ITIL aligned services

• Company Pension Scheme and matching contributions
• Company Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off, on us
• Health Club and Wellbeing Scheme
• ARO Shares after 12 months employment
• Employee Assistance Programme
• Technical Training Academy and E-learning
• Hybrid working