Service Delivery Manager

UK & Ireland 2028 Limited; Wembley; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

25 days holiday

Pension

Private medical insurance

Job summary

UK & Ireland 2028 Limited is seeking a Service Delivery Manager to act as the key relationship manager between UK&I and our ICT outsourced partner (Cognizant) and UEFA ICT. You will provide strategic direction and day-to-day escalation management to ensure the ICT services meet the needs of a large-scale international tournament.

Based at Wembley Stadium with national travel, the role demands leading cross-functional teams, managing budgets, enforcing SOPs, and applying ITIL best practices to

Qualifications

• Experience managing an external ICT supplier relationship.
• Experience developing and using KPIs to drive performance.
• Hands-on ICT problem-solving approach.
• Experience gathering customer needs and working with suppliers to deliver.
• Working within defined budgets.
• Experience in incident and change management.

Responsibilities

• SLA & KPI management and review with provider.
• Manage ICT escalations and outages coordination.
• Drive root cause analysis and continuous improvement.
• Oversee budgeting and resource forecasting.
• Lead cross-functional teams and onboarding.
• Ensure system uptime and business continuity.
• Ensure regulatory compliance and governance.

Skills

SLA KPI management

Client management

Incident management

Change management

Budget management

Team leadership

Governance & compliance

Tools

ITIL frameworks

Reporting tools

Job description

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).

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

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.