Service Delivery Manager

LGBT Jobs; Greater London; Hybrid; GBP 65,000 - 90,000; 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 act as the key relationship manager between UK&I and the outsourced ICT partner (Cognizant) and UEFA ICT. The role provides strategic direction, day-to-day troubleshooting, and escalations to ensure ICT services meet the needs of the Organising Committee for UEFA EURO 2028.

The role involves SLA/KPI management, incident and problem resolution, change management and cross‑functional team leadership, with travel across the

Qualifications

• Essential experience in managing external ICT third‑party relationships.
• Experience developing and using KPIs to drive performance.
• 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.

Responsibilities

• Monitor performance against SLAs and KPIs to ensure targets are met.
• Act as primary contact for ICT escalations and lead service reviews with the partner.
• Oversee critical incidents and drive RCA to prevent disruptions.
• Identify bottlenecks and enforce SOPs, applying ITIL principles with the partner.
• Manage service delivery budgets and forecast resource needs.
• Run ICT change processes across UK&I and tournament venues as developed.
• Lead cross-functional teams and support onboarding of staff.
• Ensure system uptime, reliability and business continuity across services.
• Adhere to regulatory standards, security policies and internal governance.

Skills

SLA/KPI management

Client relationship management

Incident resolution

Continuous improvement

Resource & financial management

Change management

Team leadership

Service availability

Governance & compliance

Tools

Advanced report writing

Project management

Risk management

Presentation skills

Job description

Service Delivery Manager role with fixed-term contract.

Based in Wembley Stadium, London, with travel across UK & Ireland.

Key responsibilities include SLA & KPI Management and Client Relationship Management.

Competitive salary and benefits offered, including 25 days holiday.

Essential experience in managing external ICT third-party relationships.

Service Delivery Manager

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 optimize 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: Ensuringsystem uptime, reliability, and business continuity across all delivered services.
• Governance & Compliance: Ensuring all operations strictly adhere toregulatory 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

Application Process

Our process is designed to be clear and fair:

• Application review.
• Interview(s) – typically first stage via MS Teams and final stage in Wembley Stadium.
• 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.

All roles are subject to appropriate DBS checks.

If this job opportunity is not suitable, then check out the other LGBT friendly jobs across UK!