IT Service Delivery Manager

Focus Resourcing; Wales; On-site; GBP 30,000 - 40,000; Full time

Job summary

A recognized IT service organization in Cardiff is seeking an IT Service Delivery Manager to ensure smooth delivery of IT services to key customers. This role involves managing contracts and SLAs, leading major incident responses, and building strong relationships. Ideal candidates will have experience in IT Managed Services, a strong understanding of ITIL practices, and excellent communication skills. A competitive salary of £30‑40k is offered, along with a comprehensive benefits package.

Benefits

Private Medical Insurance

Company pension scheme

Group income protection

23 days holiday plus bank holidays

Life cover (4 x basic salary)

Free on-site parking

Excellent reward & recognition scheme

Discounted gym membership

Qualifications

• Proven experience in IT Managed Services.
• Strong understanding of IT Service Management (ITSM) and ITIL best practices.
• Proven experience in customer-facing leadership roles.

Responsibilities

• Be the main point of contact for customers, building trusted relationships.
• Manage contracts and SLAs, reviewing performance.
• Lead on major incidents and coordinate technical teams.

Skills

Experience in IT Managed Services

Understanding of IT Service Management (ITSM)

Customer-facing leadership

Analytical problem-solving

Excellent communication

Adaptable in fast-paced environments

Job description

Our superb client in Cardiff, a recognised leader in the IT Service Management sector, is seeking a dynamic IT Service Delivery Manager to join their growing team.

Reporting to the Director of Customer Success, you'll be responsible for ensuring the smooth delivery of IT services to key customers, maintaining exceptional service and driving continual improvement.

You'll act as the customer's advocate within the business - building strong, trusted relationships and ensuring services align with both customer needs and ITIL best practice.

What you’ll be doing

• Be the main point of contact for customers, building trusted relationships and championing their needs.
• Manage contracts and SLAs, reviewing performance and ensuring compliance.
• Lead on major incidents - coordinating technical teams and keeping customers informed.
• Work closely with senior stakeholders to discuss service performance, priorities, and improvement plans.
• Use data and analytics to identify trends and drive service improvements.
• Lead and support continuous service improvement initiatives, focusing on efficiency and innovation.
• Ensure compliance with ISO standards (ISO 27001, ISO 20000) and GDPR.
• Oversee smooth onboarding and transition processes for new customers.

What we’re looking for

• Proven experience in IT Managed Services
• Strong understanding of IT Service Management (ITSM) and ITIL best practices.
• Proven experience in customer‑facing leadership roles.
• Analytical and data‑driven approach to problem‑solving and improvement.
• Excellent communication skills and confidence working with senior stakeholders.
• Resilient, adaptable, and comfortable working in a fast‑paced environment.

Salary & Benefits

Salary will be between £30‑40k dependant on experience. However this is negotiable. You will also receive a comprehensive benefits package including:

• Private Medical Insurance delivered through BUPA.
• Company pension scheme.
• Group income protection.
• 23 days holiday plus bank holidays.
• Life cover (4 x basic salary).
• Free on‑site parking.
• Excellent reward & recognition scheme.
• Genuine opportunities to grow and develop professionally within the business.
• Discounted gym membership

This is an exciting opportunity to join a highly successful organisation in the next stage of their continued growth. If this role sounds like it could be you then we’d love to hear from you