Service Delivery Manager Job Newport area,Wales UK,IT/Tech

Our client, a leading gas distribution business serving Wales and the south-west of England, is seeking a permanent Service Delivery Manager to oversee the end-to-end performance of a portfolio of IT services. Working within a critical infrastructure environment, you will coordinate strategic partners and suppliers to ensure reliable, secure and user-friendly technology services.

Key Responsibilities:

Own the day-to-day delivery and performance of assigned IT services and products against agreed SLAs, KPIs and contractual obligations
Manage service levels and report on partner performance, including service credits and contractual performance schemes
Coordinate effective incident, major incident, problem and change management practices across service partners
Work with Problem Management teams to identify root causes and prevent recurring issues
Develop and deliver continual service improvement plans with short-, medium- and long-term objectives
Build business cases for required budgets and resources, tracking benefits and service improvements
Ensure services meet security, governance, legal and regulatory requirements, including NIS Regulations and the Cyber Assessment Framework
Maintain an accurate and relevant Service Catalogue, communicating services clearly to colleagues and service users

Job Requirements:

Proven experience in Service Delivery Management within a complex and fast-paced organisation
Strong experience managing outsourced, multi-supplier services within a SIAM model
Knowledge of SLA, KPI, service credit and supplier performance management
Solid working knowledge of ITIL 4 practices, particularly service level management, supplier management, incident, problem, change enablement and continual improvement
Good technical understanding of hybrid cloud platforms such as Microsoft Azure, SaaS, on-premise data centres, end-user computing and mobile technology
Experience supporting enterprise applications, including SAP and GIS
Commercial awareness, with the ability to negotiate service levels and contract changes in a multi-vendor environment
Experience transitioning new or changed services into live operation

Additional Skills and Knowledge:

Confidence using data to create and interpret service reports and dashboards, including Power BI
Experience working with enterprise ITSM tools such as Service Now
Excellent communication and influencing skills, with the ability to explain technical issues to non-technical audiences
Ability to lead challenging conversations constructively and build strong relationships with suppliers, partners and stakeholders
Understanding of cyber security and resilience frameworks, such as NCSC CAF, NIS Regulations, ISO 27001 or Cyber Essentials
Experience in utilities, critical national infrastructure or another regulated, 24/7 service environment would be advantageous
Knowledge of mobile workforce management, GIS, mapping or mobile device management would be beneficial
Familiarity with experience level agreements, digital employee experience, automation, Agile or product-based ways of working would be desirable

Benefits:

Hybrid and flexible working opportunities
Annual leave allowance plus bank holidays, with flexibility to reflect personal beliefs
Employer-supported retirement savings plan and life insurance
Flexible benefits including gym membership, dental insurance and health cash plans
Enhanced parental leave and employee assistance support
Retail discounts and cashback schemes
Comprehensive training and professional development
Commitment to wellbeing, equality, diversity and inclusion

If you are an experienced Service Delivery Manager with a strong background in supplier management, IT service performance and continual improvement, this is an excellent opportunity to support essential technology services within a critical infrastructure environment.