Service Delivery Manager

Our client, a leading gas distribution business serving Wales and the south-west of England, is seeking a permanent Service Delivery Manager to oversee the end-to-end performance of a portfolio of IT services. Working within a critical infrastructure environment, you will coordinate strategic partners and suppliers to ensure reliable, secure and user-friendly technology services.

Key Responsibilities:

• Own the day-to-day delivery and performance of assigned IT services and products against agreed SLAs, KPIs and contractual obligations
• Manage service levels and report on partner performance, including service credits and contractual performance schemes
• Coordinate effective incident, major incident, problem and change management practices across service partners
• Work with Problem Management teams to identify root causes and prevent recurring issues
• Develop and deliver continual service improvement plans with short-, medium- and long-term objectives
• Build business cases for required budgets and resources, tracking benefits and service improvements
• Ensure services meet security, governance, legal and regulatory requirements, including NIS Regulations and the Cyber Assessment Framework
• Maintain an accurate and relevant Service Catalogue, communicating services clearly to colleagues and service users

Job Requirements:

• Proven experience in Service Delivery Management within a complex and fast-paced organisation
• Strong experience managing outsourced, multi-supplier services within a SIAM model
• Knowledge of SLA, KPI, service credit and supplier performance management
• Solid working knowledge of ITIL 4 practices, particularly service level management, supplier management, incident, problem, change enablement and continual improvement
• Good technical understanding of hybrid cloud platforms such as Microsoft Azure, SaaS, on-premise data centres, end-user computing and mobile technology
• Experience supporting enterprise applications, including SAP and GIS
• Commercial awareness, with the ability to negotiate service levels and contract changes in a multi-vendor environment
• Experience transitioning new or changed services into live operation

Additional Skills and Knowledge:

• Confidence using data to create and interpret service reports and dashboards, including Power BI
• Experience working with enterprise ITSM tools such as ServiceNow
• Excellent communication and influencing skills, with the ability to explain technical issues to non-technical audiences
• Ability to lead challenging conversations constructively and build strong relationships with suppliers, partners and stakeholders
• Understanding of cyber security and resilience frameworks, such as NCSC CAF, NIS Regulations, ISO 27001 or Cyber Essentials
• Experience in utilities, critical national infrastructure or another regulated, 24/7 service environment would be advantageous
• Knowledge of mobile workforce management, GIS, mapping or mobile device management would be beneficial
• Familiarity with experience level agreements, digital employee experience, automation, Agile or product-based ways of working would be desirable

Benefits:

• Hybrid and flexible working opportunities
• Annual leave allowance plus bank holidays, with flexibility to reflect personal beliefs
• Employer-supported retirement savings plan and life insurance
• Flexible benefits including gym membership, dental insurance and health cash plans
• Enhanced parental leave and employee assistance support
• Retail discounts and cashback schemes
• Comprehensive training and professional development
• Commitment to wellbeing, equality, diversity and inclusion

If you are an experienced Service Delivery Manager with a strong background in supplier management, IT service performance and continual improvement, this is an excellent opportunity to support essential technology services within a critical infrastructure environment. Apply now to take the next step in your career with Our client.