Service Delivery Manager

CDW; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

CDW seeks a Service Governance & Contract Management leader to ensure services align with contracts, SLAs, and customer expectations. The role drives governance artefacts, service reviews, and risk management across multi-account portfolios, with emphasis on ITSM excellence and continuous improvement.

You will oversee incident, request, change, and problem management, lead cross-functional teams, and identify opportunities to optimise service delivery and profitability while maintaining strong

Qualifications

• ITIL Foundation (v3 or v4) or equivalent experience.
• Experience within Managed Services or IT Service Delivery environments.
• Strong understanding of ITSM methodologies and tools.
• Experience in service reporting, governance, and customer engagement.
• Strong analytical and problem-solving capability.
• Ability to translate technical delivery into business outcomes.

Responsibilities

• Ensure services are delivered in line with contractual scope, SLAs and customer expectations.
• Maintain governance artefacts including service management plans, improvement plans, risks, and service documentation.
• Lead service reviews, governance forums, and QBRs with actionable outputs.
• Govern scope changes, consumption, and out-of-scope activity in line with contractual and commercial controls.
• Maintain visibility of contractual obligations, renewals, and service commitments.
• Promote adherence to ITSM best practice while ensuring practical delivery outcomes.

Skills

ITIL Foundation

Managed Services

ITSM methodologies

Service reporting

Customer engagement

Analytical thinking

Business outcome translation

Tools

ServiceNow

Salesforce

Job description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

What You Will Do:

Service Governance & Contract Management

• Ensure services are delivered in line with contractual scope, SLAs and customer expectations
• Maintain governance artefacts including service management plans, improvement plans, risks, and service documentation
• Lead service reviews, governance forums, and QBRs with actionable outputs
• Govern scope changes, consumption, and out-of-scope activity in line with contractual and commercial controls
• Maintain visibility of contractual obligations, renewals, and service commitments
• Ensure compliance with audit and regulatory requirements

Commercial & Financial Management

• Maintain awareness of cost-to-serve and service profitability across accounts
• Support accurate billing, consumption tracking, and revenue protection
• Identify risks, variances, and optimisation opportunities impacting service delivery
• Highlight and support service-led growth opportunities in collaboration with account teams
• Contribute to commercial positioning through strong stakeholder relationships

Service Delivery Oversight & ITSM

• Oversee service performance across Incident, Request, Change, and Problem Management
• Maintain visibility of service health, escalations, and operational risks
• Support critical incident management, post-incident reviews, and service recovery activity
• Drive proactive risk mitigation, stability improvement, and service optimisation
• Promote adherence to ITSM best practice while ensuring practical delivery outcomes

Reporting & Insight

• Produce accurate, meaningful service reporting aligned to contractual and customer requirements
• Analyse operational performance data to identify trends, risks, and improvement opportunities
• Present clear insights and recommendations to customers and internal stakeholders
• Support informed decision-making through data-led service reviews

Customer Relationship & Escalation Management

• Act as the primary point of contact and escalation for service-related matters
• Build trusted relationships through transparent, responsive, and outcome-focused engagement
• Provide clear communication during service disruptions and critical issues
• Act as a trusted advisor, aligning service delivery to customer objectives and priorities

Cross-Functional Leadership & Coordination

• Coordinate internal teams to remove blockers and ensure aligned, timely service delivery
• Facilitate collaboration across operational, technical, and commercial teams
• Drive accountability and ownership across service delivery functions
• Promote a high-performance, collaborative culture focused on continuous improvement

Continuous Improvement & Optimisation

• Identify and deliver service improvements, automation, and efficiency gains
• Maintain and track improvement initiatives via service improvement plans where required
• Provide feedback to improve internal processes, workflows, and delivery models
• Analyse internal and third-party processes to optimise service performance
• Contribute to ongoing service innovation and evolution aligned to customer needs

What We Expect of You:

Required:

• ITIL Foundation (v3 or v4) or equivalent experience
• Experience within Managed Services or IT Service Delivery environments
• Strong understanding of ITSM methodologies and tools
• Experience in service reporting, governance, and customer engagement
• Strong analytical and problem-solving capability
• Ability to translate technical delivery into business outcomes

Desirable:

• Advanced ITIL or relevant service management certifications
• Experience with platforms such as ServiceNow and/or Salesforce
• Experience working in commercially driven service environments

CDW is committed to being an AI-fluent organization. As a leader, you will champion and be accountable for our vision of becoming an AI-fluent organization. We expect leaders to model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don't need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision-making, and team performance