IT Service Delivery Manager, Critical Infrastructure

Matchtech Group; Newport; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work options

Flexible leave

Life insurance

Retirement savings plan

Wellbeing support

Job summary

Matchtech Group is seeking an experienced Service Delivery Manager to oversee end-to-end IT service performance within a critical infrastructure environment. You will coordinate multiple partners and suppliers to ensure reliable, secure technology services for the Wales and south-west England region.

The role focuses on delivering service improvements, managing SLAs/KPIs, and ensuring compliance with security and governance requirements, including NIS and CAF frameworks.

Qualifications

• Experience delivering IT services in a large, complex organisation.
• Proven track record in managing outsourced, multi-supplier services.
• Strong knowledge of SLAs, KPIs, and supplier performance management.
• Solid ITIL 4 practices, including service level management and continual improvement.

Responsibilities

• Own day-to-day delivery and performance of IT services against SLAs and KPIs.
• Manage service levels and report on partner performance with service credits where applicable.
• Coordinate incident, major incident, problem and change management across partners.
• Identify root causes with Problem Management and drive continual improvement plans.

Skills

SIAM model

ITIL 4

Power BI

Stakeholder mgmt

Supplier mgmt

Tools

ServiceNow

SAP

GIS

Azure

Job description

Matchtech Group is seeking an experienced Service Delivery Manager to oversee end-to-end IT service performance within a critical infrastructure environment. You will coordinate multiple partners and suppliers to ensure reliable, secure technology services for the Wales and south-west England region.

The role focuses on delivering service improvements, managing SLAs/KPIs, and ensuring compliance with security and governance requirements, including NIS and CAF frameworks.