ITSM Service Delivery Lead — ITIL-Driven Excellence

Operations Resources; Cardiff; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading IT service provider in Cardiff seeks an experienced Service Delivery Manager (SDM) to oversee the delivery of IT services. You will manage client relationships, ensure service levels align with ITIL standards, and lead service improvements. The ideal candidate has over 5 years of experience in IT Managed Services, strong analytical skills, and the ability to manage suppliers and engage with stakeholders. This role offers a salary negotiable around £35,000 along with a hybrid working model.

Qualifications

• Minimum 5 years' experience in IT Managed Services.
• Deep understanding of ITSM practices and ITIL framework.
• Experience in customer-facing leadership roles.

Responsibilities

• Oversee the delivery of IT services to key customers.
• Manage customer contracts and Service Level Agreements.
• Lead major incident management processes for designated accounts.

Skills

IT Service Management

Customer relationship management

Analytical skills

Stakeholder management

Continuous improvement mindset

Education

ITIL certification or relevant ITSM qualifications

Job description

A leading IT service provider in Cardiff seeks an experienced Service Delivery Manager (SDM) to oversee the delivery of IT services. You will manage client relationships, ensure service levels align with ITIL standards, and lead service improvements. The ideal candidate has over 5 years of experience in IT Managed Services, strong analytical skills, and the ability to manage suppliers and engage with stakeholders. This role offers a salary negotiable around £35,000 along with a hybrid working model.