Service Delivery Manager

📍 Cardiff
💰 £60000

The Opportunity

An established and growing IT Managed Services provider is looking for an experienced Service Delivery Manager to join their Customer Success function.

You'll take ownership of key customer accounts - ensuring service excellence, driving continuous improvement, and acting as the customer's champion internally.

This is a senior, customer-facing role where relationship strength, ITIL expertise and commercial awareness are equally important.

What You'll Be Doing

Acting as primary point of contact for strategic customer accounts
Managing contracts and SLAs, including performance reporting and reviews
Leading major incident processes and escalations
Engaging with senior stakeholders and executive-level contacts
Driving continual service improvement initiatives (automation, process enhancement, maturity uplift)
Managing third-party suppliers and ensuring contractual compliance
Overseeing onboarding and transition of new customers into steady state
Ensuring compliance with ISO27001, ISO20000, GDPR and governance standards
Producing governance reports and leading service review meetings
Coaching and mentoring less experienced SDMs

What We're Looking For

Minimum 5 years' experience in IT Managed Services
Strong ITIL / ITSM expertise (certified preferred)
Experience managing SLAs and customer contracts
Demonstrable executive stakeholder engagement
Major incident leadership experience
Strong data-driven mindset and reporting capability
Supplier management experience
Continuous improvement mindset
Confident communicator able to influence at all levels

Why Apply?

High-impact, customer-facing leadership role
Opportunity to shape service maturity and standards
Strategic involvement with key client accounts
Growing managed services environment
Clear route to senior leadership influence

Ready to Apply?

Contact Jack Winder to find out more.
Please apply with a CV and a cover letter outlining why you're perfect for the role.
Know someone great for the job? We offer a referral scheme-just get in touch!
Note: We do our best to respond to every application, but due to volume, we can't always guarantee it. If you haven't heard back within 7 days, unfortunately, you haven't been successful this time. Keep an eye on our site for new opportunities!