Service Delivery Manager
Core
Manage end-to-end service delivery for cloud-hosted managed services, acting as the primary point of contact for customers and driving operational readiness, governance, and continual improvement.
Role type
Senior Service Delivery Manager (Managed Services)
Builds
Managed service accounts for UK Government, public sector, and highly regulated environments
Domain
IT Service Management (ITSM) / Cloud Services
Required skills
Service Delivery Management, Stakeholder Management, Financial Management, Cloud & Technical Awareness, Reporting & Analytics, Business Development, Continual Service Improvement, Major Incident Management, ITIL v4
Preferred skills
AWS, Azure, ISO/IEC 20000 compliance
Technologies
AWS, Azure, ISO/IEC 20000
Responsibilities
Support new service onboarding and transition into BAU support; Handle customer escalations and act as trusted advisor; Chair operational and service governance forums; Coordinate internal and third-party delivery partners against SLAs; Lead major incident management and service restoration; Conduct regular service reviews and produce performance reports; Manage account financials including invoicing, budgeting, and forecasting; Identify and drive business development opportunities within existing accounts.
Seniority
Senior, hands-on IC with strategic account ownership
