Service Delivery Manager

Yolk Recruitment; Cardiff; Vor Ort; GBP 56.000 - 68.000; Vollzeit

Zusammenfassung

Yolk Recruitment in Cardiff seeks a Service Delivery Manager to own the performance of critical technology services within a regulated environment. You will operate at the centre of a multi-supplier ecosystem, ensuring partners meet commitments and that technical performance translates into reliable outcomes for a large, distributed workforce.

This role combines supplier governance, operational service management and continual improvement, with senior stakeholder engagement.

Qualifikationen

• Extensive IT service delivery or service management experience in a complex enterprise.
• Experience with multi-supplier, outsourced-service or SIAM models.
• Practical knowledge of ITIL 4 service-management practices.
• Experience managing SLAs, KPIs, supplier performance and service improvements.

Aufgaben

• 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.

Kenntnisse

Stakeholder management

Multi-supplier governance

Service delivery management

ITIL 4

Communication

Tools

ServiceNow

Power BI

Jobbeschreibung

Service Delivery Manager | Cardiff | £62,000 + excellent benefits

An opportunity has arisen for an experienced Service Delivery Manager to take ownership of business-critical technology services within a complex, regulated organisation.

You'll operate at the centre of a multi-supplier technology environment, making sure strategic partners meet their service commitments and that technical performance translates into dependable outcomes for colleagues. The organisation supports a large, geographically distributed workforce and provides services that must remain resilient around the clock.

This position combines supplier governance, operational service management, continual improvement and senior stakeholder engagement. It will suit someone who enjoys resolving complex cross-supplier issues, improving customer experience and bringing structure and accountability to service performance.

What You'll Do:

• 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.

What You'll Bring:

• Significant IT service delivery or service management experience in a complex enterprise.
• Strong multi-supplier, outsourced-service or SIAM experience.
• Practical knowledge of ITIL 4 service-management practices.
• Experience managing SLAs, KPIs, supplier performance and service improvements.
• Broad technical understanding of cloud, infrastructure, SaaS, end-user computing and enterprise applications.
• Experience with enterprise ITSM and reporting tools, ideally ServiceNow and Power BI.
• Strong commercial awareness and confidence handling challenging supplier conversations.
• Excellent communication, analytical and stakeholder-management skills.
• Experience in utilities, critical infrastructure or another regulated 24/7 environment would be advantageous.

Why You Should Apply:

• Take ownership of genuinely business-critical technology services.
• Work across a varied modern technology estate.
• Influence strategic suppliers and senior stakeholders.
• Deliver improvements that directly affect a large mobile and field-based workforce.
• Join an organisation investing in the resilience and development of its technology capability.