Service Delivery Manager

Roles & Responsibilities - Service Transition & Operational Readiness: Support new service onboarding, service acceptance, transition into BAU support. - Customer Management: Handle customer escalations, issues, problems, risks, and service requirements, acting as the primary point of contact and trusted advisor. - Governance: Chair operational and service governance forums, driving actions, decisions and continual improvement across multiple stakeholders. - Operational Management: Managing competing priorities across operational support and project delivery. - Supplier Management: Coordinate internal and third-party delivery partners, ensuring aligned service delivery and accountability against agreed SLAs and KPIs. - Major Incident & Escalation Management: Lead customer communications and service restoration activities during major incidents, coordinating cross-functional technical teams where required. - Service Reviews: Conduct regular service reviews with customers, presenting service performance, risks, opportunities and improvement plans. - Customer Satisfaction: Achieve targets and drive improvement initiatives. - Service Reporting: Produce both customer and internal service reporting. - Service Improvement: Identify, prioritise and implement continual service improvement initiatives that deliver measurable operational and customer benefits. - Risk Management: Manage business risk and ensure business continuity. - Compliance: Ensure compliance with ISO/IEC 20000 and service management best practices. - Financial Management: Own invoicing, budget management and financial performance of assigned accounts. - Forecasting: Perform monthly forecasting of revenues, costs and margins, identifying variances and implementing corrective actions where required. - Business Development: Explore and drive opportunities for new or additional work within existing customers. Qualifications, Essential skills and Experience - Service Delivery Experience: Significant experience in Service Delivery Management including delivery of managed services within UK Government, public sector or highly regulated environments. - Security Clearance: Eligible for UK SC Clearance, with experience operating within secure or highly regulated environments. - SIAM / Multi-Supplier Management: Proven experience operating within a SIAM or multi-supplier environment. - Stakeholder Management: Proven ability to build trusted relationships with senior customer stakeholders and confidently present service performance, risks, opportunities and improvement plans to operational and executive audiences. - Financial Management: Experience managing account financials, including invoicing, forecasting, revenue management and margin performance. - Cloud & Technical Awareness: Experience supporting cloud-hosted managed services environments, ideally within AWS and/or Azure ecosystems, with the ability to engage effectively with technical delivery teams. - Reporting & Analytics: Strong analytical capabilities with experience producing and presenting service performance reports, trend analysis and management information. - Communication: Excellent verbal and written communication skills, with the ability to communicate effectively with technical and non-technical stakeholders. - Business Development: Track record of identifying and supporting opportunities for additional services and growth within existing customer accounts. - Continual Service Improvement: Demonstrable track record of delivering measurable service improvements through automation, process optimisation and operational maturity initiatives. - Major Incident Management: Proven experience leading service restoration activities, customer communications and stakeholder management during major incidents and critical service disruptions. - ITIL Skills: ITIL v4 certified with strong skills in Service Design, Operations and Transition