Service Delivery Manager (IT/MSP)

Ernest Gordon Recruitment Limited; Wales; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading recruitment agency in the United Kingdom is seeking a Service Delivery Manager to oversee IT Managed Services. You will liaise with customers, manage contracts, and lead incident management processes, while enjoying excellent career progression and training. Ideal candidates have a background in IT Managed Services, strong customer-facing skills, and knowledge of ITSM processes. Competitive salary of £40,000 - £60,000 plus benefits including a pension and potential hybrid working options.

Benefits

Company Pension

Paid Overtime

System Training

Career Progression

Potential Hybrid Opportunities

Qualifications

• Previous experience as a Service Delivery Manager or in a related role.
• Ability to build and maintain customer relationships.
• Strong understanding of the ITIL framework.

Responsibilities

• Serve as the primary point of contact for customers.
• Manage contract and SLA terms with accurate documentation.
• Lead major incident management processes.
• Develop the team effectively.

Skills

IT Managed Services

Customer-facing experience

ITSM processes

Communication skills

Organisational skills

Analytical skills

Job description

Service Delivery Manager (IT/MSP)

Cardiff, Wales

£40,000 - £60,000 + Company Pension + Paid Overtime + System Training + Career Progression + Potential Hybrid Opportunities

About the role

Are you a Service Delivery Manager or similar, coming from a background within IT Managed Services, having previous working experience in a Service Delivery Manager role or a related position? Do you want to become a key member in a team of highly skilled sector specialists, joining a highly respected, powerhouse company, renowned within the hospitality/retail sector for their premium quality service and best‑in‑class workmanship in every project they undertake? On offer is the unmissable opportunity for the successful Service Delivery Manager (SDM) or similar to join a leading MSP, recognised nationwide for their expertise, going from strength to strength within the IT Services Sector for over 20 years. The opportunity presents not just impressive career progression, but also top‑of‑the‑line training and technical development, alongside a host of exciting company benefits.

Responsibilities

• Serve as the primary point of contact for customers, providing technical guidance and advice as needed.
• Manage contract and SLA terms, keeping accurate technical documentation on projects.
• Lead major incident management processes, liaising interdepartmentally and with customers to ensure smooth resolution.
• Lead and develop the team.

Qualifications

• Background within IT Managed Services and previous experience in a Service Delivery Manager or related role.
• Prior customer‑facing experience with ability to build and maintain relationships.
• Strong understanding of ITSM processes and the ITIL framework.
• Strong organisational, analytical and communication skills.

Reference: BBBH23219

If you are interested in this role, click apply now to forward an up‑to‑date copy of your CV.

We are an equal opportunities employer and welcome applications from all suitable candidates. The salary advertised is a guideline for this position. The offered remuneration will be dependent on your experience, qualifications and skill set.