Senior IT Service Delivery Manager — Hybrid Cardiff

IntaPeople Limited; Cardiff; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A technology services provider is seeking a Customer Service Delivery Manager in Cardiff. This full-time, hybrid role involves acting as the main point of contact for managed service customers, owning contracts and SLAs, and leading major incident management. Candidates should have strong ITIL knowledge and experience in a customer-facing delivery role. The position offers real ownership and accountability in a fast-paced environment, ensuring service quality and continuous improvement.

Qualifications

• Experience within IT Managed Services is ideal.
• Must have a strong working knowledge of ITIL and IT Service Management processes.
• Experience in a role that manages senior stakeholders is essential.

Responsibilities

• Acting as the main point of contact for managed service customers.
• Owning contracts and SLAs while managing reviews and improvement plans.
• Leading major incidents and coordinating technical teams.
• Using data to identify service delivery improvement opportunities.

Skills

Strong working knowledge of ITIL

Customer-facing delivery experience

Confident communication

Analytical mindset

Ability to manage senior stakeholders

Experience in a fast-paced environment

Education

ITIL certification or equivalent ITSM qualification

Job description

A technology services provider is seeking a Customer Service Delivery Manager in Cardiff. This full-time, hybrid role involves acting as the main point of contact for managed service customers, owning contracts and SLAs, and leading major incident management. Candidates should have strong ITIL knowledge and experience in a customer-facing delivery role. The position offers real ownership and accountability in a fast-paced environment, ensuring service quality and continuous improvement.