Service Delivery Manager

The Service Delivery Manager is responsible for the commercial, contractual, and operational governance of managed services across assigned customers, ensuring delivery aligns with agreed specifications, service quality standards, and business outcomes. The role combines financial accountability, service performance management, and customer relationship leadership, while working collaboratively across internal teams to drive continuous improvement and deliver a high-quality customer experience.

• 1. Service Governance & Contract Management
  Ensure services are delivered in line with contractual scope, SLAs and customer expectations
  Maintain governance artefacts including service management plans, improvement plans, risks, and service documentation
  Lead service reviews, governance forums, and QBRs with actionable outputs
  Govern scope changes, consumption, and out-of-scope activity in line with contractual and commercial controls
  Maintain visibility of contractual obligations, renewals, and service commitments
  Ensure compliance with audit and regulatory requirements

• 2. Commercial & Financial Management
  Maintain awareness of cost-to-serve and service profitability across accounts
  Support accurate billing, consumption tracking, and revenue protection
  Identify risks, variances, and optimisation opportunities impacting service delivery
  Highlight and support service-led growth opportunities in collaboration with account teams
  Contribute to commercial positioning through strong stakeholder relationships

• 3. Service Delivery Oversight & ITSM
  Oversee service performance across Incident, Request, Change, and Problem Management
  Maintain visibility of service health, escalations, and operational risks
  Support critical incident management, post-incident reviews, and service recovery activity
  Drive proactive risk mitigation, stability improvement, and service optimisation
  Promote adherence to ITSM best practice while ensuring practical delivery outcomes

• 4. Reporting & Insight
  Produce accurate, meaningful service reporting aligned to contractual and customer requirements
  Analyse operational performance data to identify trends, risks, and improvement opportunities
  Present clear insights and recommendations to customers and internal stakeholders
  Support informed decision-making through data-led service reviews

• 5. Customer Relationship & Escalation Management
  Act as the primary point of contact and escalation for service-related matters
  Build trusted relationships through transparent, responsive, and outcome-focused engagement
  Provide clear communication during service disruptions and critical issues
  Act as a trusted advisor, aligning service delivery to customer objectives and priorities

• 6. Cross-Functional Leadership & Coordination
  Coordinate internal teams to remove blockers and ensure aligned, timely service delivery
  Facilitate collaboration across operational, technical, and commercial teams
  Drive accountability and ownership across service delivery functions
  Promote a high-performance, collaborative culture focused on continuous improvement

• 7. Continuous Improvement & Optimisation
  Identify and deliver service improvements, automation, and efficiency gains
  Maintain and track improvement initiatives via service improvement plans where required
  Provide feedback to improve internal processes, workflows, and delivery models
  Analyse internal and third-party processes to optimise service performance
  Contribute to ongoing service innovation and evolution aligned to customer needs

• ITIL Foundation (v3 or v4) or equivalent experience
• Experience with in Managed Services or IT Service Delivery environments
• Strong understanding of ITSM methodologies and tools
• Experience in service reporting,…