Strategic IT Service Delivery Leader

CDW group; Peterborough; On-site; GBP 55,000 - 85,000; Full time

Job summary

CDW is seeking a Service Delivery Manager to govern managed services across assigned customers, balancing commercial, contractual and operational governance to deliver agreed outcomes. The role combines financial accountability, service performance management, and customer relationship leadership.

You will work across internal teams to drive improvements, ensure service quality, and deliver a high-quality customer experience within a dynamic technology environment.

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 or relevant service management certifications (desirable).
• Experience with ServiceNow and/or Salesforce (desirable).
• Experience working in commercially driven service environments (desirable).

Responsibilities

• Oversee governance and contract management to ensure services align with scope and SLAs.
• Maintain governance artefacts and drive service reviews with actionable outputs.
• Monitor cost-to-serve, profitability, and revenue protection.
• Identify risks, variances, and optimisation opportunities in service delivery.
• Lead Incident, Request, Change, and Problem Management oversight.
• Produce accurate, meaningful service reporting aligned to contracts.
• Manage customer relationships and escalation handling.
• Coordinate cross-functional teams to remove blockers and ensure timely delivery.
• Drive continuous improvement and service optimisation.

Skills

ITIL Foundation knowledge

Managed Services experience

ITSM methodologies

Service reporting

Analytical skills

Business outcomes translation

Stakeholder engagement

Tools

ServiceNow

Salesforce

Job description

CDW is seeking a Service Delivery Manager to govern managed services across assigned customers, balancing commercial, contractual and operational governance to deliver agreed outcomes. The role combines financial accountability, service performance management, and customer relationship leadership.

You will work across internal teams to drive improvements, ensure service quality, and deliver a high-quality customer experience within a dynamic technology environment.