Service Delivery Manager

West Malling, United Kingdom | Posted on 25/09/2026

The Service Delivery Manager (SDM) is responsible for delivering Technology services to a specific

internal business unit customer; driving consistent (SLA governed) service delivery, building a

collaborative and honest customer-supplier relationship and delivering timely, accurate and high

quality MI reporting. The SDM will strive to achieve the best possible customer outcomes for

internal business unit customers effectively balancing customer needs against resource availability

and commercial pressures.

The SDM will play a key role in the Service Delivery management structure, taking a share of rota’d

Incident Management escalation responsibilities alongside the rest of the Technology Service

Delivery management team (4x FTE’s) and will ensure quality and communication to their business

unit customers is maintained during Incident and Major Incident management scenarios.

The SDM will provide leadership through a matrix resourced structure to create a strong

performance driven and customer focused culture, feeding back improvements to the various

matrixed engineering functions within the Technology organisation. It is expected that the SDM will

leverage management information; past Incidents and consolidated customer feedback to drive

“data based” improvements to service performance.

The SDM will ensure the production of Monthly Service Review packs, ad-hoc Incident and Major

Incident Reports and relevant Management Information reports as required on a day to day basis to

• Support the Technology Service Delivery Management team to maintain a strong service
  relationship with business stakeholders through regular engagement, ensuring continued
  buy in, transparency of decision making and evangelising the continued value of the Service
  CAF HR 1
  JD and PS
  January 2023;
  Author: HR Delivery capabilities. Ensure that board reporting is transparent, accurate and positively
  reflected with the appropriate attention to stakeholder viewpoints.

• Own allocated business unit Problem, Incident and Service Request fulfillment management
  including ensuring that all SLA’s are reported, achieved and customer expectations are met
  (or exceeded) at all times. Specifically including management of more proactive, quality
  related activities in addition to service levels.

• Hold full responsibility for the end-to-end service provision to the allocated business unit;
  acting as a single point for escalation, and at all times ensuring that systems, processes and
  methodologies as specified are followed to ensure effective monitoring, control and support

• Work with the various project and delivery teams to ensure that projects impacting the
  allocated business unit are successfully and suitably transitioned especially where services
  are being added and removed.

• Be involved with the ongoing communications with end Customers regarding service
  performance and evolving requirements from the business units and reporting to Senior
  Management on all issues relevant to the services being supported.

• Maintain and build strong customer and supplier relationships to ensure SLA's and service
  excellence are managed and maintained, including attending internal and external service

• Working with the Service Delivery, project, Technology Security and procurement teams to
  co-ordinate input into new technology evaluation and introduction into CAF’s technical
  solution portfolio. Liaise with business stakeholders to provide consultative input to solution
  changes/updates/upgrades and assist in defining and communicating the roadmap.

• Promote a “problem-solving” culture and