Service Delivery Manager

IT Service Delivery Manager Location: Nr Cardiff (Hybrid) Salary: £46,000 + Bonus + Benefits The Opportunity This is a fantastic opportunity for you, an experienced, confident IT Service Delivery Manager to take ownership of key Public and Private Sector accounts. If you thrive in a customer‑facing role, enjoy driving service excellence, and can translate data into meaningful improvements, this is a strong next step. What You’ll Do * Lead service onboarding and go‑live activities * Manage day‑to‑day service delivery across multiple accounts * Produce and present monthly service performance reports * Maintain service documentation, registers, and action plans * Manage change requests and ensure process compliance * Identify and implement service improvements * Work closely with technical, solutions, and sales teams * Support customer meetings, service reviews, and account development What You’ll Bring Essential: * Experience in Service Delivery Management * Strong background in IT & communications managed services * Excellent customer‑facing and relationship‑building skills * Confident with Excel, PowerPoint, Visio, Power BI and Word * ITSM experience * Security Cleared or willing to obtain clearance Desirable: * ITIL Foundation (v3 or v4) * Experience in SIAM environments * Process design and improvement skills Who You Are * Customer‑focused, proactive, and solutions‑driven * Strong communicator who can simplify technical information * Calm under pressure and able to juggle multiple accounts * Analytical, organised, and committed to continual improvement * Professional, confident, and effective in client‑facing situations You’ll join a forward‑thinking organisation where service quality genuinely matters. You can expect autonomy, variety, and the chance to shape how services are delivered and improved