{"id":3363762,"url":"https://alion.io/job/matchtech-service-delivery-manager","title":"Service Delivery Manager","company":{"id":2073484,"name":"Matchtech","domain":"matchtech.com","url":"https://alion.io/company/matchtech-com","size_band":"11-50","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":{"grade":"A","score":100,"open_postings":21,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Newport, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":52000,"max":52000,"currency":"GBP","period":"year","gross":null,"usd_annual":69201},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Azure","optional":false},{"name":"ISO 27001","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Power BI","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-27T22:13:58Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-31T18:43:38Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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.\nKey Responsibilities:\nOwn the day-to-day delivery and performance of assigned IT services and products against agreed SLAs, KPIs and contractual obligations\nManage service levels and report on partner performance, including service credits and contractual performance schemes\nCoordinate effective incident, major incident, problem and change management practices across service partners\nWork with Problem Management teams to identify root causes and prevent recurring issues\nDevelop and deliver continual service improvement plans with short-, medium- and long-term objectives\nBuild business cases for required budgets and resources, tracking benefits and service improvements\nEnsure services meet security, governance, legal and regulatory requirements, including NIS Regulations and the Cyber Assessment Framework\nMaintain an accurate and relevant Service Catalogue, communicating services clearly to colleagues and service users\nJob Requirements:\nProven experience in Service Delivery Management within a complex and fast-paced organisation\nStrong experience managing outsourced, multi-supplier services within a SIAM model\nKnowledge of SLA, KPI, service credit and supplier performance management\nSolid working knowledge of ITIL 4 practices, particularly service level management, supplier management, incident, problem, change enablement and continual improvement\nGood technical understanding of hybrid cloud platforms such as Microsoft Azure, SaaS, on-premise data centres, end-user computing and mobile technology\nExperience supporting enterprise applications, including SAP and GIS\nCommercial awareness, with the ability to negotiate service levels and contract changes in a multi-vendor environment\nExperience transitioning new or changed services into live operation\nAdditional Skills and Knowledge:\nConfidence using data to create and interpret service reports and dashboards, including Power BI\nExperience working with enterprise ITSM tools such as ServiceNow\nExcellent communication and influencing skills, with the ability to explain technical issues to non-technical audiences\nAbility to lead challenging conversations constructively and build strong relationships with suppliers, partners and stakeholders\nUnderstanding of cyber security and resilience frameworks, such as NCSC CAF, NIS Regulations, ISO 27001 or Cyber Essentials\nExperience in utilities, critical national infrastructure or another regulated, 24/7 service environment would be advantageous\nKnowledge of mobile workforce management, GIS, mapping or mobile device management would be beneficial\nFamiliarity with experience level agreements, digital employee experience, automation, Agile or product-based ways of working would be desirable\nBenefits:\nHybrid and flexible working opportunities\nAnnual leave allowance plus bank holidays, with flexibility to reflect personal beliefs\nEmployer-supported retirement savings plan and life insurance\nFlexible benefits including gym membership, dental insurance and health cash plans\nEnhanced parental leave and employee assistance support\nRetail discounts and cashback schemes\nComprehensive training and professional development\nCommitment to wellbeing, equality, diversity and inclusion\nIf 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.","description_format":"text","description_chars":3927,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Dental insurance","Flexible schedule","Gym membership","Life insurance","Parental leave","Professional development","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security"],"lifecycle":[{"event":"open","at":"2026-10-27T22:13:58Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.542,"p_room":1,"age_days":3,"expected_fill_days":56,"reasons":["conf:0","agency","velocity","win:early","comp:brand"],"computed_at":"2026-10-31T05:58:55Z"},"pay":{"stated_usd_annual":69201,"is_top_pay":false},"html_url":"https://alion.io/job/matchtech-service-delivery-manager","json_url":"https://alion.io/job/matchtech-service-delivery-manager.json","meta":{"generated_at":"2026-10-31T21:22:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":33435,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2073484},"rest":"https://alion.io/mcp/rest/get_company?id=2073484"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmatchtech-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmatchtech-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmatchtech-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/matchtech-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmatchtech-service-delivery-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3363762}},{"tool":"search_jobs","arguments":{"company":"matchtech.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3363762},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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