Senior IT Service Delivery Lead - Hybrid Cardiff

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

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.