Service Delivery Lead - ITSM, Governance & Growth

CO2007 CDW Limited

Peterborough

On-site

GBP 65,000 - 90,000

Full time

3 days ago

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Job summary

CDW is seeking a Service Delivery Manager to oversee commercial, contractual, and operational governance across managed services for assigned customers. You will drive service performance, governance artefacts, and continuous improvement to deliver high-quality customer experiences.

The role encompasses financial accountability, service reviews, and stakeholder engagement, with cross-functional leadership to ensure delivery aligns with customer objectives and contractual commitments.

Qualifications

ITIL Foundation (v3 or v4) or equivalent experience.
Experience within Managed Services or IT Service Delivery environments.
Strong understanding of ITSM methodologies and tools.
Experience in service reporting, governance, and customer engagement.
Strong analytical and problem-solving capability.
Ability to translate technical delivery into business outcomes.
Advanced ITIL certifications are desirable.
Experience with platforms such as ServiceNow and Salesforce.
Experience in commercially driven service environments.

Responsibilities

Service Governance & Contract Management: ensure services align with scope, SLAs and governance.
Commercial & Financial Management: monitor cost-to-serve, profitability, and billing accuracy.
Service Delivery Oversight & ITSM: oversee incidents, requests, changes, problems; manage risks.
Reporting & Insight: produce meaningful service reporting and data-driven insights.
Customer Relationship & Escalation Management: act as primary contact and escalation point.
Cross-Functional Leadership & Coordination: align internal teams to deliver on time.
Continuous Improvement & Optimisation: identify improvements, automation, and efficiency gains.