Strategic Service Delivery & Governance Lead

CDW; Peterborough; On-site; GBP 60,000 - 90,000; Full time

Job summary

CDW is seeking a Service Delivery Manager to govern managed services, ensuring delivery aligns with contract specs, SLAs, and business outcomes. You will lead cross-functional teams, manage governance artifacts, and drive continuous improvement for a high-quality customer experience.

You will oversee service performance, reporting, and governance forums, while maintaining profitability and supporting service-led growth with account teams.

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.

Responsibilities

• Provide governance over service delivery, contracts, and SLAs across assigned customers.
• Manage cost-to-serve, profitability, and revenue protection.
• Oversee ITSM processes: Incident, Request, Change, Problem management.
• Lead governance forums, reviews, and Quarterly Business Reviews (QBRs).
• Produce accurate service reporting and insights for customers and internal stakeholders.
• Foster strong customer relationships and effective escalation management.
• Coordinate cross-functional teams to remove blockers and ensure timely delivery.
• Drive continuous improvement and optimisation of services.

Skills

ITIL Foundation

Managed Services

ITSM

Service reporting

Problem solving

Business outcomes

Tools

ServiceNow

Salesforce

Job description

CDW is seeking a Service Delivery Manager to govern managed services, ensuring delivery aligns with contract specs, SLAs, and business outcomes. You will lead cross-functional teams, manage governance artifacts, and drive continuous improvement for a high-quality customer experience.

You will oversee service performance, reporting, and governance forums, while maintaining profitability and supporting service-led growth with account teams.