IT Service Delivery Manager

City, Cardiff
Focus Resourcing

Our superb client in Cardiff, a recognised leader in the IT Service Management sector, is seeking a dynamic IT Service Delivery Manager to join their growing team.

Reporting to the Director of Customer Success, you’ll be responsible for ensuring the smooth delivery of IT services to key customers, maintaining exceptional service and driving continual improvement.

You’ll act as the customer’s advocate within the business – building strong, trusted relationships and ensuring services align with both customer needs and ITIL best practice.

What you’ll be doing:

• Be the main point of contact for customers, building trusted relationships and championing their needs.
• Manage contracts and SLAs, reviewing performance and ensuring compliance.
• Lead on major incidents – coordinating technical teams and keeping customers informed.
• Work closely with senior stakeholders to discuss service performance, priorities, and improvement plans.
• Use data and analytics to identify trends and drive service improvements.
• Lead and support continuous service improvement initiatives, focusing on efficiency and innovation.
• Ensure compliance with ISO standards (ISO 27001, ISO 20000) and GDPR.
• Oversee smooth onboarding and transition processes for new customers.

What we’re looking for:

• Proven experience in IT Managed Services
• Strong understanding of IT Service Management (ITSM) and ITIL best practices.
• Proven experience in customer-facing leadership roles.
• Analytical and data-driven approach to problem-solving and improvement.
• Excellent communication skills and confidence working with senior stakeholders.
• Resilient, adaptable, and comfortable working in a fast-paced environment.

Salary & Benefits:

Salary will be between 30-40k dependant on experience. However this is negotiable. You will also receive a comprehensive benefits package including:

• Private Medical Insurance delivered through BUPA.
• Company pension scheme.
• Group income protection.
• 23 days holiday plus bank holidays.
• Life cover (4 x basic salary).
• Free on-site parking.
• Excellent reward & recognition scheme.
• Genuine opportunities to grow and develop professionally within the business.
• Discounted gym membership

This is an exciting opportunity to join a highly successful organisation in the next stage of their continued growth. If this role sounds like it could be you then we’d love to hear from you!