Senior IT Service Delivery Lead | Multi-Supplier & 24/7

Yolk Recruitment Ltd; Cardiff; On-site; GBP 56,000 - 68,000; Full time

Job summary

Yolk Recruitment Ltd in Cardiff is seeking an experienced Service Delivery Manager to own the performance of IT services across a multi-supplier environment. You will ensure SLAs are met, manage senior stakeholders, and drive continual improvement while keeping services resilient for a large distributed workforce.

The role focuses on governance, incident and change processes, service catalogue upkeep, and reporting on service performance; knowledge of ITIL4, ServiceNow, and Power BI is highly

Qualifications

• Significant IT service delivery or service management experience in a complex enterprise.
• Strong multi-supplier or SIAM experience with outsourced services.
• Practical knowledge of ITIL 4 service-management practices.
• Experience managing SLAs, KPIs and supplier performance.
• Broad technical understanding of cloud, infrastructure, SaaS and end-user computing.

Responsibilities

• Own the end-to-end performance of a portfolio of IT services.
• Lead service reviews and hold strategic suppliers accountable for SLAs, KPIs and contractual obligations.
• Act as an escalation point for service issues, risks and supplier underperformance.
• Coordinate incident, major-incident, problem and change practices.
• Lead the operational transition of new and changed services.
• Maintain service catalogue and configuration information.
• Develop continual-improvement plans and track measurable benefits.
• Improve user experience through automation, self-service and knowledge management.
• Support service continuity, disaster recovery and regulatory compliance.
• Provide clear service-performance reporting to senior stakeholders.

Skills

IT service delivery

Multi-supplier governance

ITIL 4

SLA management

KPIs management

Stakeholder management

Automation & process improvement

Tools

ServiceNow

Power BI

Job description

Yolk Recruitment Ltd in Cardiff is seeking an experienced Service Delivery Manager to own the performance of IT services across a multi-supplier environment. You will ensure SLAs are met, manage senior stakeholders, and drive continual improvement while keeping services resilient for a large distributed workforce.

The role focuses on governance, incident and change processes, service catalogue upkeep, and reporting on service performance; knowledge of ITIL4, ServiceNow, and Power BI is highly