Service Delivery Manager in Cardiff, South Glamorgan
Posted by Yolk Recruitment
£62,000 a year
Cardiff · Permanent · Remote working
An opportunity has arisen for an experienced Service Delivery Manager to take ownership of business-critical technology services within a complex, regulated organisation.
You'll operate at the centre of a multi-supplier technology environment, making sure strategic partners meet their service commitments and that technical performance translates into dependable outcomes for colleagues. The organisation supports a large, geographically distributed workforce and provides services that must remain resilient around the clock.
This position combines supplier governance, operational service management, continual improvement and senior stakeholder engagement. It will suit someone who enjoys resolving complex cross-supplier issues, improving customer experience and bringing structure and accountability to service performance.
What You'll Do:
- Own the end-to-end performance of a portfolio of IT services.
- Lead service reviews and hold strategic suppliers accountable for SLAs, KPIs and contractual obligations.
- Act as an escalation point for service issues, risks and supplier underperformance.
- Coordinate incident, major-incident, problem and change practices.
- Lead the operational transition of new and changed services.
- Maintain service catalogue and configuration information.
- Develop continual-improvement plans and track measurable benefits.
- Improve user experience through automation, self-service and knowledge management.
- Support service continuity, disaster recovery and regulatory compliance.
- Provide clear service-performance reporting to senior stakeholders.
- Significant IT service delivery or service management experience in a complex enterprise.
- Strong multi-supplier, outsourced-service or SIAM experience.
- Practical knowledge of ITIL 4 service-management practices.
- Experience managing SLAs, KPIs, supplier performance and service improvements.
- Broad technical understanding of cloud, infrastructure, SaaS, end-user computing and enterprise applications.
- Experience with enterprise ITSM and reporting tools, ideally ServiceNow and Power BI.
- Strong commercial awareness and confidence handling challenging supplier conversations.
- Excellent communication, analytical and stakeholder-management skills.
- Experience in utilities, critical infrastructure or another regulated 24/7 environment would be advantageous.
- Take ownership of genuinely business-critical technology services.
- Work across a varied modern technology estate.
- Influence strategic suppliers and senior stakeholders.
- Deliver improvements that directly affect a large mobile and field-based workforce.
- Join an organisation investing in the resilience and development of its technology capability.
Contact Daniel Newton to find out more.
Please apply with a CV and a cover letter outlining why you're perfect for the role.
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