Senior Service Delivery Manager

MERITUS are recruiting for a Senior Service Delivery Manager to join a leading Technology Consultancy, supporting the delivery of managed IT services across secure UK Government environments.

SENIOR SERVICE DELIVERY MANAGER - UP TO £75,000 - REMOTE (UK) WITH CUSTOMER TRAVEL - ACTIVE SC CLEARANCE REQUIRED

We are looking for an experienced Senior Service Delivery Manager with a strong background in managed services and customer-facing IT service delivery. This role will take ownership of a portfolio of services, ensuring performance against SLAs, maintaining excellent customer relationships and driving service improvements.

You'll work closely with internal delivery teams, suppliers and customer stakeholders to manage day-to-day service operations, resolve escalations and ensure services continue to meet business requirements. The role is remote-based, however regular travel will be required for customer meetings, workshops and service reviews.

Responsibilities:

Own the delivery of managed services, ensuring agreed SLAs, KPIs and customer expectations are met.
Act as a key point of contact for customers, leading service reviews and managing escalations.
Build strong relationships with stakeholders across customer and internal teams.
Identify and deliver service improvements to enhance quality and customer satisfaction.
Support service transitions and ensure smooth delivery into BAU operations.
Manage suppliers and third-party providers, addressing performance issues where required.
Monitor service performance, financials, forecasting and reporting.
Support renewals, service enhancements and change requests.
Mentor and support Service Delivery Managers.

Skills & Experience:

Essential:

Active SC Clearance.
Experience working within an IT Service Provider or Managed Services environment.
Strong background in Service Delivery Management and customer relationship management.
Experience managing SLAs, service reviews and operational reporting.
Good understanding of ITIL principles and service management processes.

Experience with service transition, continual improvement and supplier management.
Commercial awareness, including forecasting, invoicing and service profitability.
Strong communication, organisation and stakeholder management skills.
Understanding of cloud environments such as Microsoft Azure or AWS.Desirable:

ITIL certification.
Project Management experience or qualification.
Experience working with Government, Defence or other secure environments.
Experience managing offshore teams.

Benefits

Salary up p to £85,000
Remote working with customer travel.
25 days holiday + bank holidays
Private healthcare.

This is a great opportunity for an experienced Service Delivery Manager to join a growing technology consultancy, working with enterprise-scale managed services across secure Government environments