Service Delivery Manager

UK & Ireland 2028 Limited; Greater London; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

25 days holiday

Pension

Private medical insurance

Job summary

UK & Ireland 2028 Limited is recruiting a Service Delivery Manager to oversee ICT services delivery for UEFA EURO 2028. Based at Wembley Stadium with UK-wide travel, the role will manage an outsourced partner, drive service reviews and ensure uptime and security across all ICT services.

The successful candidate will coordinate incident responses, develop KPIs, manage budgets, and lead cross-functional teams to deliver a world-class ICT service for a major international tournament.

Qualifications

• Experience managing an external ICT supplier relationship.
• Ability to develop and use KPIs to drive performance.
• Proactive hands-on approach to ICT problem solving.
• Experience gathering customer needs and working with a supplier to deliver.
• Working within defined budgets.
• Experience in incident and change management.

Responsibilities

• Monitor SLAs and KPIs to ensure targets are met.
• Be the primary ICT escalation contact for UK&I 2028 employees and lead service reviews.
• Oversee major incidents, coordinate partner response and drive RCA.
• Identify bottlenecks and enforce SOPs with the partner.
• Manage service delivery budgets and forecast resource needs.
• Run ICT change processes across UK&I and event processes as developed.
• Lead cross-functional teams and oversee ICT usage by staff.
• Ensure system uptime, reliability, and business continuity.
• Ensure operations adhere to regulatory standards and security policies.

Skills

Relationship management

KPIs & metrics

Problem solving

Requirements gathering

Budget management

Incident management

Change management

Job description

Service Delivery Manager

Location: Wembley Stadium, London (with travel across the UK & Ireland)

Contract: Fixed-term |ASAP– Summer 2028

About UK & Ireland 2028 Limited

UK & Ireland 2028 Limited is the local organising committee responsible for delivering UEFA EURO 2028 across the UK & Ireland. We work on behalf of the five Football Associations and in partnership with governments, host cities, stadiums and delivery partners to plan and deliver the tournament safely, inclusively and to world-class standards.

About UEFA EURO 2028

UEFA EURO is one of the world’s largest sporting events. In 2028, it will be hosted across multiple cities in the UK & Ireland, requiring large-scale coordination across transport, infrastructure, stadiums and public services. UEFA owns the tournament and sets requirements; UK & Ireland 2028 Limited is responsible for delivering it locally.

The Role

The UK & Ireland 2028 Service Delivery Manager is the key relationship manager between UK&I and our outsourced delivery partner for ICT services (Cognizant), along with UEFA ICT. They will provide strategic direction, along with day-to-day trouble shooting and escalations to ensure that the ICT service delivered is fit for purpose for an Organising Committee of a large-scale tournament such as UEFA EURO 2028.

What you’ll be doing

• SLA & KPI Management: Monitor performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure targets are consistently met.
• Client Relationship Management: Act as the primary point of contact for ICT escalations amongst UK&I 2028 employees, whilst leading regular service reviews, managing expectations, and addressing escalations with our ICT service provider (Cognizant).
• Incident & Problem Resolution: Oversee critical incidents, coordinate outsourced delivery partner response during outages, and drive root cause analysis (RCA) to prevent future disruptions.
• Continuous Improvement: Identify operational bottlenecks, enforce standard operating procedures (SOPs), and apply best-practice frameworks like ITIL in conjunction with the third-party delivery partner.
• Resource & Financial Management: Manage service delivery budgets, forecast resource needs, and optimise cost efficiency.
• Change: Run the ICT change process across UK&I and potentially the Tournament Venue Change Process as it is developed.
• Team Leadership: Lead cross-functional teams, support onboarding, and oversee employee ICT usage.
• Service Availability: Ensuring system uptime, reliability, and business continuity across all delivered services.
• Governance & Compliance: Ensuring all operations strictly adhere to regulatory standards, security policies, and internal governance frameworks (e.g., ISO, GDPR).

What we’re looking for

Essential experience and skills:

• Managing an external relationship with an ICT third party supplier.
• Experience developing and using KPIs to drive performance.
• A proactive hands‑on approach to ICT problem solving.
• Experience gathering customer needs and working with supplier to deliver.
• Working within defined budgets.
• Experience in incident and change management.

Technical Skills

• Advanced report‑writing skills including ability to produce high‑quality documents.
• Proven ability to manage a complex workstream including Project management and risk management.
• Strong presentation skills (creation and delivery).

Please see the attached role profile for full details

How you’ll succeed

• Adaptable – leads in complex environments.
• Catalyst – enables and motivates others.
• Critical Thinker – makes sound decisions.
• Inclusion – creates inclusive team environments.
• Performance Focus – drives results and standards.
• Positive Impact – shows resilience and solutions focus.
• Pride – sets and upholds standards.
• Relationship Manager – builds trusted partnerships.

These strengths may be assessed during application, assessment and interview.

Why apply?

We offer a competitive salary and benefits (including 25 days holiday, pension and private medical insurance), alongside the opportunity to be part of a landmark international sporting event.

Location & Working Pattern

Based at Wembley Stadium, with travel across the UK & Ireland as required.

• 2026: 3 days/week onsite
• 2027: 3–4 days/week onsite
• 2028: Full‑time onsite during tournament delivery

Application Process

Our process is designed to be clear and fair:

1. Application review.
2. Online assessment (role dependent).
3. Interview(s) – typically first stage via MS Teams and final stage in Wembley Stadium.
4. Offer.

We aim to keep candidates informed throughout.

Everyone is welcome

We’re hiring for excellence through inclusion

We’re building a skilled, values‑led workforce that reflects the diversity of the UK and Ireland. We encourage applications from all backgrounds and don’t expect a traditional career path.

We’re happy to make reasonable adjustments—please contact [e-mail].

All roles are subject to appropriate DBS checks.