Service Delivery Manager

Sword Group; Aberdeen City; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Career development

Flexible working

Benefits package

Job summary

Sword Group is seeking a Service Delivery Manager to shape and continuously improve service delivery across geographies. You will ensure services meet KPIs and SLAs while maintaining strong client relationships and supporting growth.

Ideal candidates bring ITIL qualifications, proven leadership across distributed teams and a track record in complex multi-contract environments with budgeting and forecasting experience.

Qualifications

• Experience applying ITIL principles in a live service environment.
• Proven ability to coordinate teams across multiple locations.
• Background in service delivery or service management with multi-contract exposure.
• Comfort with budgeting, cost control and forecasting.
• Strong communication with customers and stakeholders at all levels.
• Experience designing or improving service processes to boost performance.
• Collaborative mindset balancing delivery, people development and customer needs.

Responsibilities

• Develop, implement and improve Service Management processes aligned to ITIL.
• Manage services to meet SLAs, KPIs and contractual commitments.
• Oversee multi-contract service delivery across geographies.
• Lead, motivate and develop staff and contractors for effective delivery.
• Maintain customer relationships through proactive service engagement.
• Produce monthly service reports, analytics and performance insights.
• Chair service delivery and contract monitoring meetings; drive growth through scalable processes.

Skills

ITIL knowledge

Team leadership

Stakeholder communication

Service orientation

Process improvement

Education

ITIL qualification

Job description

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving transformational change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data, and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

About the role

As a Service Delivery Manager, you'll play a key role in shaping, leading, and continuously improving service delivery. You'll be responsible for ensuring services are delivered efficiently, consistently, and in line with agreed KPIs and SLAs, while supporting business growth and maintaining strong customer relationships.

As a Service Delivery Manager, you will

• Develop, implement, and continually improve Service Management processes aligned to the ITIL framework
• Manage services to ensure adherence to agreed SLAs, KPIs, and contractual commitments
• Support and oversee multi-contract service delivery across different geographies
• Lead, motivate, and develop staff and contractors to ensure effective and efficient delivery
• Maintain and strengthen customer relationships through proactive service engagement
• Produce monthly service reports, analytics, and performance insights
• Chair and contribute to service delivery and contract monitoring meetings
• Support service growth by embedding scalable, repeatable delivery processes

Requirements

• A recognised ITIL qualification, with practical experience applying ITIL principles in a live service environment
• Experience leading and coordinating teams across different locations, creating clarity, consistency, and engagement
• A background in service delivery or service management, with exposure to complex or multi-contract environments
• Comfortable overseeing service budgets and contributing to cost control and forecasting
• A clear, confident communicator who can build trust with customers and internal stakeholders at all levels
• Experience designing, introducing, or improving service processes to enhance performance and customer outcomes
• A collaborative mindset, with the ability to balance operational delivery, people development, and customer needs

Benefits

At Sword, our core values and culture are based on caring about our people, investing in training and career development, and building inclusive teams where we are all encouraged to contribute to achieve success. We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package:

• Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.
• Flexible working: Flexible work arrangements to support your work-life balance. We can't promise to always be able to meet every request, however, are keen to discuss your individual preferences to make it work where we can.
• A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more....

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don't tick all the boxes but feel you have some of the relevant skills and experience we're looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.