Service Delivery Manager

Location:

Wembley Stadium, London (with travel across the UK & Ireland)

Contract:

Fixed-term | ASAP – Summer 2028

UK & Ireland 2028 Limited is the local organising committee responsible for delivering UEFA EURO 2028 across the UK & Ireland. We work on behalf of the five Football Associations and in partnership with governments, host cities, stadiums and delivery partners to plan and deliver the tournament safely, inclusively and to world-class standards.

UEFA EURO is one of the world’s largest sporting events. In 2028, it will be hosted across multiple cities in the UK & Ireland, requiring large-scale coordination across transport, infrastructure, stadiums and public services. UEFA owns the tournament and sets requirements; UK & Ireland 2028 Limited is responsible for delivering it locally.

The UK & Ireland 2028 Service Delivery Manager is the key relationship manager between UK&I and our outsourced delivery partner for ICT services (Cognizant), along with UEFA ICT. They will provide strategic direction, along with day-to-day trouble shooting and escalations to ensure that the ICT service delivered is fit for purpose for an Organising Committee of a large-scale tournament such as UEFA EURO 2028.

• SLA & KPI Management: Monitor performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure targets are consistently met.
• Client Relationship Management: Act as the primary point of contact for ICT escalations amongst UK&I 2028 employees, whilst leading regular service reviews, managing expectations, and addressing escalations with our ICT service provider (Cognizant).
• Incident & Problem Resolution: Oversee critical incidents, coordinate outsourced delivery partner response during outages, and drive root cause analysis (RCA) to prevent future disruptions.
• Continuous Improvement: Identify operational bottlenecks, enforce standard operating procedures (SOPs), and apply best-practice frameworks like ITIL in conjunction with the third-party delivery partner.
• Resource & Financial Management: Manage service delivery budgets, forecast resource needs, and optimise cost efficiency.
• Change: Run the ICT change process across UK&I and potentially the Tournament Venue Change Process as it is developed.
• Team Leadership: Lead cross-functional teams, support onboarding, and oversee employee ICT usage.
• Service Availability: Ensuring system uptime, reliability, and business continuity across all delivered services.
• Governance & Compliance: Ensuring all operations strictly adhere to regulatory standards, security policies, and internal governance frameworks (e.g., ISO, GDPR).

• Managing an external relationship with an ICT third party supplier.
• Experience developing and using KPIs to drive performance.
• A proactive hands‑on approach to ICT problem solving.
• Experience gathering customer needs and working with supplier to deliver.
• Working within defined budgets.
• Experience in incident and change management.

• Advanced report writing skills including ability to produce high‑quality documents.
• Proven ability to manage a complex workstream including Project management and risk management.
• Strong presentation skills (creation and delivery).

• Adaptable – leads in complex environments.
• Catalyst – enables and motivates others.
• Critical Thinker – makes sound decisions.
• Inclusion – creates inclusive team environments.
• Performance Focus – drives results and standards.
• Positive Impact – shows resilience and solutions focus.
• Pride – sets and upholds standards.
• Relationship Manager – builds trusted partnerships.

These strengths may be assessed during…