Service Delivery Manager

Lumina Energy; West Malling; Hybrid; GBP 45,000 - 54,000; Full time

Job summary

A leading customer-focused organization seeks a Service Delivery Manager to enhance IT services impacting businesses in a hybrid work environment. This role is crucial for managing stakeholder relationships while ensuring high-quality service delivery and operational excellence, aligned with organizational strategic goals.

Benefits

25 days annual leave

Life assurance cover (4x salary)

Pension scheme with 4% employer contribution

Retail and gym discounts

Health cash plan and cycle to work scheme

Volunteer days and wellbeing programme

Tailored learning and development support

Hybrid working

Qualifications

• Extensive experience in customer service and service delivery roles, including managing senior stakeholders.
• Strong knowledge of IT service management tools and ITIL processes.
• Proven ability to manage complex service issues and operational effectiveness.

Responsibilities

• Build and maintain strong relationships with customers, suppliers, and internal teams.
• Monitor and report on IT service performance, ensuring KPIs/SLAs are met.
• Lead service review meetings and drive continuous service improvements.

Skills

Customer Service

Service Delivery

IT Service Design

Problem Solving

Communication

Education

Level 5 or Degree qualification (or equivalent)

ITIL Foundation certification

Tools

ServiceNow

Job description

Location: Kings Hill, Kent - Hybrid

Salary/package: £45,817 to £53,393 per annum

Contract type: Permanent

Hours: Full time, 37 hours per week

Closing Date: Monday 21st July 2025

This is an exciting opportunity for a Service Delivery Managerto join a dynamic, customer-led organisation that values innovation, collaboration, and high-quality service delivery. As a Service Delivery Manager, you'll play a key role in shaping IT services that support real business impact, while working in a flexible, hybrid environment.

Who we are

Cantium Business Solutions is a specialist provider of IT and back-office services. We work with public sector organisations, schools, and commercial clients to deliver key services across IT strategy, cyber security, cloud computing, and project management. As part of the UK’s largest local authority-owned trading company, Commercial Services Group, Cantium supports the essential infrastructure that enables frontline services.

Commercial Services Group (CSG) is the UK’s largest local authority-owned trading company (LATCO), with over 1,800 employees and operations in more than 86 countries. CSG delivers critical services across 33 trading businesses, with specialisms in IT, HR, energy, education, legal, procurement, and more.

Why this role matters

As a Service Delivery Manager, you will play a critical role in aligning IT services with business priorities by building strong, service-focused relationships with senior stakeholders. You will be responsible for ensuring consistent, high-quality service delivery that meets or exceeds agreed performance levels. Acting as the key point of contact for all service matters, you will proactively manage performance, drive continuous improvement, and support strategic goals, making you central to maintaining customer satisfaction and operational excellence.

What you’ll be doing

• Build and maintain strong relationships with customers, suppliers, partners, and internal teams.
• Monitor and report on IT service performance, ensuring KPIs/ SLAs and underpinning contracts are appropriate and adhered to.
• Act as the primary escalation point for complex service issues, supporting incident and change management.
• Lead service review meetings and produce reports to identify trends and drive improvements.
• Promote service catalogues, management tools, and best practice standards.
• Capture and act on customer feedback using Voice of the Customer or similar channels.
• Identify and deliver continuous service improvements and opportunities for innovation.
• Manage and prioritise demand for new or modified services, including documenting requirements.
• Influence and forecast customer demand, collaborating with teams to manage service capacity.
• Input into service design, process design as appropriate.

What we’re looking for

• Level 5 or Degree qualification (or equivalent) in a relevant field and ITIL Foundation certification.
• Extensive experience in customer service and service delivery roles, including managing senior stakeholders.
• Strong knowledge of IT service design, service management tools (e.g., ServiceNow), and ITIL processes.
• Proven ability to manage complex service issues, escalations, and operate effectively in a political environment.
• Excellent problem-solving, communication, and interpersonal skills, with empathy for users of varying technical abilities.

What you’ll get in return

• Salary of £45,817 to £53,395 per annum
• 25 days annual leave
• Life assurance cover (4x salary)
• Pension scheme with 4% employer contribution
• Additional benefits including retail and gym discounts, health cash plan and cycle to work scheme
• Volunteer days and access to a comprehensive wellbeing programme
• Tailored learning and development support with real opportunities to progress
• Hybrid working – expectation to work from the office at least once a week

Why CSG?

Commercial Services Group (CSG) is the UK’s largest local authority-owned trading company (LATCO), generating over £800 million in revenue and supporting 16,000 education and public sector customers worldwide. With more than 1,800 employees across the UK, France, Dubai and Bangkok, we are working towards becoming the global leader in education and public sector solutions.

We are expanding rapidly, with annual growth of around 25 percent, supported by a blend of organic development, acquisitions and strategic partnerships. Our 33 trading businesses deliver a wide range of services including education management, IT, HR, legal, energy, procurement and supplies.

CSG is wholly owned by local authorities, and a significant proportion of our profits is reinvested into frontline public services. Over £77 million has already been returned, reflecting our commitment to combining commercial performance with meaningful social impact.

Inclusion & Accessibility

We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We encourage applications from suitably qualified people of all backgrounds.

We are committed to providing reasonable adjustments throughout our application and interview process; please let us know if you require any.