Senior Service Delivery Leader – IT & Security

North; Renfrew; On-site; GBP 60,000 - 75,000; Full time

Benefits offered by this job

Generous holiday entitlement

Contributory pension scheme

Healthcare and wellbeing programmes

Professional development and training"

Flexible working arrangements

Employee assistance programmes

Job summary

North in Scotland is seeking a Service Delivery Manager to oversee a portfolio of serviced customer accounts across the UK, ensuring services meet contract specs and KPIs. You will be the primary contact for key clients, coordinating with the service desk, NOC, PMO and field teams to secure service excellence.

This customer-facing role requires strong relationship skills, technical awareness of security systems (CCTV, Access Control & Fire Systems) and the ability to spot issues, drive

Qualifications

• Experience in a Managed Service environment with knowledge of Physical Security.
• Technical knowledge of the technology stack for North's managed service Physical Security Systems.
• Experience with CCTV, Access Control & Fire Systems.
• Strong service management and planning skills.
• Understanding of commercial issues.
• Financial management awareness.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint).
• Ability to manage a multi-skilled service delivery team, including partners.
• Excellent communication skills.
• Ability to meet strict deadlines.
• Awareness of ITIL V3/V4 and service lifecycle.
• Project Management experience; Prince2 or equivalent preferred.
• Ability to use data analytics to drive service improvements.

Responsibilities

• Act as a main point of contact for select number of contracted service clients.
• Ensure processes and reviews support continuous improvement in service delivery.
• Carry out regular service reviews and action outcomes.
• Monitor and measure service performance for each function against contract expectations.
• Provide technical guidance in line with supported systems.
• Own critical incidents and coordinate swift resolution.
• Manage improvement strategies with the client and implement actions.
• Supervise delivery of works and liaise with PMO to maintain standards.
• Monitor call queues and ticket levels to ensure swift resolution.
• Understand resources and costs; manage profitability of the contract.
• Prepare Service Reports with KPIs to show performance against contract.
• Contribute to quarterly business reviews with large customers.
• Contribute to Service Improvement Plans for jeopardy contracts.

Skills

Service management

Client relationship

Communication

ITIL awareness

Project management

Education

Bachelor’s degree or equivalent

Tools

ITIL

Prince2

Microsoft Office

Job description

North in Scotland is seeking a Service Delivery Manager to oversee a portfolio of serviced customer accounts across the UK, ensuring services meet contract specs and KPIs. You will be the primary contact for key clients, coordinating with the service desk, NOC, PMO and field teams to secure service excellence.

This customer-facing role requires strong relationship skills, technical awareness of security systems (CCTV, Access Control & Fire Systems) and the ability to spot issues, drive