Customer Service Delivery Manager

IntaPeople Limited; Cardiff; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A technology services provider is seeking a Customer Service Delivery Manager in Cardiff. This full-time, hybrid role involves acting as the main point of contact for managed service customers, owning contracts and SLAs, and leading major incident management. Candidates should have strong ITIL knowledge and experience in a customer-facing delivery role. The position offers real ownership and accountability in a fast-paced environment, ensuring service quality and continuous improvement.

Qualifications

• Experience within IT Managed Services is ideal.
• Must have a strong working knowledge of ITIL and IT Service Management processes.
• Experience in a role that manages senior stakeholders is essential.

Responsibilities

• Acting as the main point of contact for managed service customers.
• Owning contracts and SLAs while managing reviews and improvement plans.
• Leading major incidents and coordinating technical teams.
• Using data to identify service delivery improvement opportunities.

Skills

Strong working knowledge of ITIL

Customer-facing delivery experience

Confident communication

Analytical mindset

Ability to manage senior stakeholders

Experience in a fast-paced environment

Education

ITIL certification or equivalent ITSM qualification

Job description

Customer Service Delivery Manager IT Managed Services Cardiff

We’re looking for an experienced Service Delivery Manager to take ownership of customer-facing IT managed services. This is a senior, visible role where you’ll sit between customers and technical teams, making sure services run smoothly, issues are handled properly, and relationships stay strong.

If you enjoy being the calm, trusted point of contact when things get busy, this one will make sense.

What you’ll be doing

• Acting as the main point of contact for a portfolio of managed service customers

• Owning contracts and SLAs, including reviews, reporting, and improvement plans

• Leading major incident management, coordinating technical teams and keeping customers informed

• Working closely with senior customer stakeholders, translating service performance into plain English

• Managing third-party suppliers to ensure service quality and accountability

• Using data to spot trends, risks, and opportunities to improve service delivery

• Driving service improvements in line with ITIL and ITSM best practice

• Overseeing change, onboarding, and transitions into live service

• Acting as escalation lead during service hours and ensuring cover when required

• Contributing to governance, service reviews, and continual improvement initiatives

• Coaching and developing less experienced Service Delivery Managers where required

What we’re looking for

• Ideally some previous experience within IT Managed Services

• Strong working knowledge of ITIL and IT Service Management processes

• Experience in a customer-facing delivery or service leadership role

• Comfortable managing senior stakeholders and supplier relationships

• Confident communicator who can handle pressure and difficult conversations

• Analytical mindset with a focus on service improvement

• Experience working in fast-paced, customer-driven environments

• ITIL certification or equivalent ITSM qualification

Why this role appeals

You’ll have real ownership. Real customers. Real influence over how services are delivered and improved. It’s not a ticket-watching role. It’s about accountability, relationships, and getting things working better over time.

Hybrid working. Cardiff-based role.
Full-time, permanent.

If this sounds like the kind of responsibility you enjoy, it’s worth a conversation.