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 Service Delivery Manager to join their growing team.

You will support the Director of Customer Success; ensuring the smooth delivery of IT services to key, blue chip customers, maintaining exceptional service and driving continual improvement.

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

The role will involve regular (twice weekly) work from the Cardiff HQ; some home working, and some time spent at customer HQs in London (roughly twice per month).

What you’ll be doing:

• Main point of contact for key customers, building trusted relationships and championing their needs.
• Manage contracts and SLAs, reviewing performance and ensuring compliance.
• Lead major incidents; coordinating technical teams and keeping customers informed.
• Work closely with senior stakeholders to discuss service performance, priorities, and improvement plans.
• Manage third-party suppliers to maintain service quality.
• Use data and analytics to identify trends and drive service improvements.
• Lead and support continuous service improvement initiatives.
• Ensure compliance with ISO standards (ISO 27001, ISO 20000) and GDPR.
• Mentor and guide service delivery team members, helping to set high standards for customer service.
• Oversee smooth onboarding and transition processes for new customers.

What we’re looking for:

• 5+ years’ experience in IT Managed Services within the public or private sector.
• Strong understanding of 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 negotiable depending on experience.

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!