Service Delivery Manager

Yolk Recruitment Ltd; Cardiff; On-site; GBP 56,000 - 68,000; Full time

Job summary

Yolk Recruitment Ltd in Cardiff is seeking an experienced Service Delivery Manager to own the performance of IT services across a multi-supplier environment. You will ensure SLAs are met, manage senior stakeholders, and drive continual improvement while keeping services resilient for a large distributed workforce.

The role focuses on governance, incident and change processes, service catalogue upkeep, and reporting on service performance; knowledge of ITIL4, ServiceNow, and Power BI is highly

Qualifications

• Significant IT service delivery or service management experience in a complex enterprise.
• Strong multi-supplier or SIAM experience with outsourced services.
• Practical knowledge of ITIL 4 service-management practices.
• Experience managing SLAs, KPIs and supplier performance.
• Broad technical understanding of cloud, infrastructure, SaaS and end-user computing.

Responsibilities

• 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.

Skills

IT service delivery

Multi-supplier governance

ITIL 4

SLA management

KPIs management

Stakeholder management

Automation & process improvement

Tools

ServiceNow

Power BI

Job description

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.