Service Delivery Manager

CO2007 CDW Limited; Peterborough; On-site; GBP 65,000 - 90,000; Full time

Job summary

CDW is seeking a Service Delivery Manager to oversee commercial, contractual, and operational governance across managed services for assigned customers. You will drive service performance, governance artefacts, and continuous improvement to deliver high-quality customer experiences.

The role encompasses financial accountability, service reviews, and stakeholder engagement, with cross-functional leadership to ensure delivery aligns with customer objectives and contractual commitments.

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.
• Advanced ITIL certifications are desirable.
• Experience with platforms such as ServiceNow and Salesforce.
• Experience in commercially driven service environments.

Responsibilities

• Service Governance & Contract Management: ensure services align with scope, SLAs and governance.
• Commercial & Financial Management: monitor cost-to-serve, profitability, and billing accuracy.
• Service Delivery Oversight & ITSM: oversee incidents, requests, changes, problems; manage risks.
• Reporting & Insight: produce meaningful service reporting and data-driven insights.
• Customer Relationship & Escalation Management: act as primary contact and escalation point.
• Cross-Functional Leadership & Coordination: align internal teams to deliver on time.
• Continuous Improvement & Optimisation: identify improvements, automation, and efficiency gains.

Skills

ITIL Foundation

Managed Services

ITSM methodologies

Service reporting

Governance

Customer engagement

Analytical thinking

Business outcomes translation

Cost awareness / commercial mindset

Tools

ServiceNow

Salesforce

Job description

Job Summary

The Service Delivery Manager is responsible for the commercial, contractual, and operational governance of managed services across assigned customers, ensuring delivery aligns with agreed specifications, service quality standards, and business outcomes. The role combines financial accountability, service performance management, and customer relationship leadership, while working collaboratively across internal teams to drive continuous improvement and deliver a high-quality customer experience.

What you will do

• 1. 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

• 2. 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

• 3. 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

• 4. 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

• 5. 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

• 6. 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

• 7. 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

Success Measures:

• SLAs and contractual commitments consistently achieved
• High service quality with proactive issue resolution and improvement
• Strong customer satisfaction, trust, and advocacy
• Accurate, insight-driven reporting and governance
• Effective cost management and protection of service margins
• Clear evidence of continual service improvement and optimisation
• High levels of customer retention and renewal readiness

CDW is an equal opportunity employer.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities. As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next. Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

At CDW, we make technology work so people can do great things. We are a leading multi-brand technology solutions provider to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. Our coworkers across the globe are working together to bring technology to life for our customers by solving complicated IT business challenges, providing outstanding service, and orchestrating the technology landscape to optimize our customers’ performance.