Service Delivery Manager

We're recruiting an SC Cleared Service Delivery Manager to join a leading technology consultancy delivering managed services to large public sector customers. This is a customer-facing role where you'll take ownership of a portfolio of managed service contracts, ensuring services are delivered against agreed SLAs while building strong relationships with customers and internal delivery teams. Although the role is home-based, you'll be expected to travel to customer sites for service reviews, workshops and stakeholder meetings when required. Due to the nature of the work valid SC Clearance is required.

Responsibilities

Managing a portfolio of IT managed service customers; Acting as the primary point of contact for service delivery and customer engagement; Leading regular service reviews and reporting against SLA and KPI performance; Managing service risks, issues and escalations; Supporting the transition of new services into business-as-usual; Working closely with technical delivery teams, suppliers and stakeholders to ensure successful service delivery; Monitoring financial performance, forecasting and supporting renewals and service enhancements; Identifying opportunities for continual service improvement

Requirements

SC Clearance; IT Service Delivery; ITIL; Managed Services; SLA Management; Customer Relationship Management; Service Reviews; Stakeholder Management; Experience managing IT managed services within an IT Service Provider or Consultancy environment; Strong customer relationship management experience; Experience managing service performance against SLAs and KPIs; Knowledge of ITIL service management principles; Experience producing service reports and leading customer service review meetings; Strong organisational, planning and stakeholder management skills; Commercial awareness, including renewals, forecasting or service financials

Nice to have

Active SC Clearance; ITIL Foundation (or higher); Experience working within Central Government; Experience working alongside cloud-based managed services (Azure or AWS environments); Experience transitioning services into live support