Customer Service Delivery Manager

IntaPeople; Wales; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading IT services provider based in Cardiff is looking for a Customer Service Delivery Manager. This full-time, permanent role involves ownership of customer-facing IT managed services and coordination between clients and technical teams. The ideal candidate will possess a strong knowledge of ITIL and experience in a service leadership role. Responsibilities include managing contracts, leading incident response, and driving service improvements while working closely with senior stakeholders in a hybrid environment.

Qualifications

• Ideally some previous experience within IT Managed Services.
• Experience in fast-paced, customer-driven environments.

Responsibilities

• Acting as the main point of contact for managed service customers.
• Managing contracts and SLAs, including reviews and reporting.
• Coordinating major incident management with technical teams.
• Overseeing onboarding and transitions into live service.

Skills

Customer-facing delivery or service leadership experience

Strong working knowledge of ITIL

Experience in managing senior stakeholders

Analytical mindset focused on service improvement

Effective communication under pressure

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.