Service Delivery Manager

Zaizi is seeking a Senior/Lead Service Delivery Manager to ensure the successful delivery, operational stability, and continual improvement of digital services for our Public Safety clients.

Working closely with Product Managers, technical teams, and customer stakeholders, the Service Delivery Manager is responsible for ensuring that delivered products continue to meet user and operational needs. The role focuses on providing excellent post-delivery support, maintaining strong customer relationships, and driving service improvements that maximise value throughout the product lifecycle.

The following objectives represent the key responsibilities of this role. These will be discussed further during the interview process and agreed with the successful candidate.

• Service Delivery & Support – Ensure delivered products remain reliable, supported, and fit for purpose by overseeing service operations, coordinating support activities, and driving service excellence.
• Continuous Service Improvement – Analyse incidents, trends, and service performance to identify root causes and opportunities for improvement. Work collaboratively with delivery and product teams to implement enhancements that improve user experience, service resilience, and operational efficiency.
• Customer Relationship Management – Build and maintain trusted relationships with customers and stakeholders, acting as the primary point of contact for service-related matters. Ensure customer expectations are managed effectively and that services continue to deliver measurable value.
• Operational Governance – Monitor service performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring risks, issues, and dependencies are proactively managed and communicated. Compile and regularly report on relevant metrics to highlight conformance with agreed SLAs and identify where any issues are emerging that require resolution. Lead any remedial activities required to improve SLA performance.
• Cross-functional Collaboration – Work closely with delivery, engineering, and product teams to ensure smooth transition of new capabilities into live service, while minimising operational impact and supporting long-term service sustainability.
• Service Lifecycle Management – Take ownership of the ongoing health and performance of delivered products, ensuring they continue to evolve in line with customer needs, business priorities, and operational requirements.

• Incident Management - coordinating responses to outages and faults, implementing escalation procedures, communicating with key stakeholders (e.g. setting up and regularly holding bridge calls), and overseeing resolution of the incidents. Write reports on these incidents including ‘lessons learned’ exercises and mitigations put in place.
• Problem Management - identify trends and patterns relating to repeating service problems, and develop and enact plans to resolve these. Sponsor and when appropriate undertake Root Cause Analysis (RCA) of problems, informing stakeholders of findings and driving adoption of new measures required to solve them.
• Service Design - support the design and implementation of new service models for Zaizi and its customers, including provision of out of hours support, critical incident management, disaster recovery and backup, and patching/updating of critical vulnerabilities.

You will have extensive commercial experience in the following:

• ITIL 3 and awareness of ITIL 4 (especially value streams)
• Agile (Scrum / Kanban)
• Government Digital Service Standard ()
• Public cloud services (AWS or Azure or Google Cloud)

You will have extensive experience in the following:

• IT Service Management (ITSM)
• IT Service Design
• Track record of…