Service Delivery Manager

Matchtech Group; Newport; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work options

Flexible leave

Life insurance

Retirement savings plan

Wellbeing support

Job summary

Matchtech Group is seeking an experienced Service Delivery Manager to oversee end-to-end IT service performance within a critical infrastructure environment. You will coordinate multiple partners and suppliers to ensure reliable, secure technology services for the Wales and south-west England region.

The role focuses on delivering service improvements, managing SLAs/KPIs, and ensuring compliance with security and governance requirements, including NIS and CAF frameworks.

Qualifications

• Experience delivering IT services in a large, complex organisation.
• Proven track record in managing outsourced, multi-supplier services.
• Strong knowledge of SLAs, KPIs, and supplier performance management.
• Solid ITIL 4 practices, including service level management and continual improvement.

Responsibilities

• Own day-to-day delivery and performance of IT services against SLAs and KPIs.
• Manage service levels and report on partner performance with service credits where applicable.
• Coordinate incident, major incident, problem and change management across partners.
• Identify root causes with Problem Management and drive continual improvement plans.

Skills

SIAM model

ITIL 4

Power BI

Stakeholder mgmt

Supplier mgmt

Tools

ServiceNow

SAP

GIS

Azure

Job description

Our client, a leading gas distribution business serving Wales and the south-west of England, is seeking a permanent Service Delivery Manager to oversee the end-to-end performance of a portfolio of IT services. Working within a critical infrastructure environment, you will coordinate strategic partners and suppliers to ensure reliable, secure and user-friendly technology services.

Key Responsibilities:

• Own the day-to-day delivery and performance of assigned IT services and products against agreed SLAs, KPIs and contractual obligations
• Manage service levels and report on partner performance, including service credits and contractual performance schemes
• Coordinate effective incident, major incident, problem and change management practices across service partners
• Work with Problem Management teams to identify root causes and prevent recurring issues
• Develop and deliver continual service improvement plans with short-, medium- and long-term objectives
• Build business cases for required budgets and resources, tracking benefits and service improvements
• Ensure services meet security, governance, legal and regulatory requirements, including NIS Regulations and the Cyber Assessment Framework
• Maintain an accurate and relevant Service Catalogue, communicating services clearly to colleagues and service users

Job Requirements:

• Proven experience in Service Delivery Management within a complex and fast-paced organisation
• Strong experience managing outsourced, multi-supplier services within a SIAM model
• Knowledge of SLA, KPI, service credit and supplier performance management
• Solid working knowledge of ITIL 4 practices, particularly service level management, supplier management, incident, problem, change enablement and continual improvement
• Good technical understanding of hybrid cloud platforms such as Microsoft Azure, SaaS, on-premise data centres, end-user computing and mobile technology
• Experience supporting enterprise applications, including SAP and GIS
• Commercial awareness, with the ability to negotiate service levels and contract changes in a multi-vendor environment
• Experience transitioning new or changed services into live operation

Additional Skills and Knowledge:

• Confidence using data to create and interpret service reports and dashboards, including Power BI
• Experience working with enterprise ITSM tools such as ServiceNow
• Excellent communication and influencing skills, with the ability to explain technical issues to non-technical audiences
• Ability to lead challenging conversations constructively and build strong relationships with suppliers, partners and stakeholders
• Understanding of cyber security and resilience frameworks, such as NCSC CAF, NIS Regulations, ISO 27001 or Cyber Essentials
• Experience in utilities, critical national infrastructure or another regulated, 24/7 service environment would be advantageous
• Knowledge of mobile workforce management, GIS, mapping or mobile device management would be beneficial
• Familiarity with experience level agreements, digital employee experience, automation, Agile or product-based ways of working would be desirable

Benefits:

• Hybrid and flexible working opportunities
• Annual leave allowance plus bank holidays, with flexibility to reflect personal beliefs
• Employer-supported retirement savings plan and life insurance
• Flexible benefits including gym membership, dental insurance and health cash plans
• Enhanced parental leave and employee assistance support
• Retail discounts and cashback schemes
• Comprehensive training and professional development
• Commitment to wellbeing, equality, diversity and inclusion

If you are an experienced Service Delivery Manager with a strong background in supplier management, IT service performance and continual improvement, this is an excellent opportunity to support essential technology services within a critical infrastructure environment.