Service Delivery Manager

Focus Resourcing; Cardiff; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading IT service management company in Cardiff seeks a dynamic Service Delivery Manager. You’ll ensure smooth delivery of services to blue-chip customers, manage contracts, and lead major incidents. The ideal candidate has over 5 years in IT Managed Services, strong ITIL understanding, and excellent communication skills. An exciting opportunity with comprehensive benefits awaits.

Benefits

Private Medical Insurance

Company pension scheme

Group income protection

23 days holiday plus bank holidays

Life cover (4 x basic salary)

Free on-site parking

Excellent reward & recognition scheme

Discounted gym membership

Qualifications

• 5+ years' experience in IT Managed Services within the public or private sector.
• Strong understanding of ITSM and ITIL best practices.
• Proven experience in customer-facing leadership roles.

Responsibilities

• Main point of contact for key customers, building trusted relationships.
• Manage contracts and SLAs, reviewing performance and ensuring compliance.
• Lead major incidents and coordinate technical teams.

Skills

Customer-facing leadership

Analytical and data-driven approach

Strong understanding of ITSM

Excellent communication skills

Resilience and adaptability

Job description

Our superb client in Cardiff, a recognised leader in the IT Service Management sector, is seeking a dynamic Service Delivery Manager to join their growing team.

You will support the Director of Customer Success; ensuring the smooth delivery of IT services to key, blue chip customers, maintaining exceptional service and driving continual improvement.

You'll be the customer champion within the business - building strong, trusted relationships and ensuring services align with both customer needs and ITIL best practice.

The role will involve regular (twice weekly) work from the Cardiff HQ; some home working, and some time spent at customer HQs in London (roughly twice per month).

What you’ll be doing:

• Main point of contact for key customers, building trusted relationships and championing their needs.
• Manage contracts and SLAs, reviewing performance and ensuring compliance.
• Lead major incidents; coordinating technical teams and keeping customers informed.
• Work closely with senior stakeholders to discuss service performance, priorities, and improvement plans.
• Manage third-party suppliers to maintain service quality.
• Use data and analytics to identify trends and drive service improvements.
• Lead and support continuous service improvement initiatives.
• Ensure compliance with ISO standards (ISO 27001, ISO 20000) and GDPR.
• Mentor and guide service delivery team members, helping to set high standards for customer service.
• Oversee smooth onboarding and transition processes for new customers.

What we’re looking for:

• 5+ years' experience in IT Managed Services within the public or private sector.
• Strong understanding of ITSM and ITIL best practices.
• Proven experience in customer-facing leadership roles.
• Analytical and data-driven approach to problem-solving and improvement.
• Excellent communication skills and confidence working with senior stakeholders.
• Resilient, adaptable, and comfortable working in a fast-paced environment.

Salary & Benefits:

Salary will be negotiable depending on experience.

You will also receive a comprehensive benefits package including:

• Private Medical Insurance delivered through BUPA.
• Company pension scheme.
• Group income protection.
• 23 days holiday plus bank holidays.
• Life cover (4 x basic salary).
• Free on-site parking.
• Excellent reward & recognition scheme.
• Genuine opportunities to grow and develop professionally within the business.
• Discounted gym membership

This is an exciting opportunity to join a highly successful organisation in the next stage of their continued growth. If this role sounds like it could be you then we’d love to hear from you!