Service Delivery Manager

Newport – hybrid

Permanent | £62,000 + Benefits

The Opportunity

Reed Technology is partnering with a leading organisation to recruit an experienced Service Delivery Manager. This is an exciting opportunity to take ownership of a portfolio of critical IT services delivered through a strategic partner and supplier network.

Working within a SIAM environment, you will act as the service integrator, ensuring suppliers consistently deliver against agreed service levels, KPIs and contractual commitments while driving continuous service improvement across the business.

This role combines both technical and stakeholder-facing responsibilities and would suit someone who can translate complex technical performance into meaningful business outcomes.

Key Responsibilities

• Own the end-to-end delivery and performance of assigned IT services and products.
• Manage and monitor supplier performance against SLAs, KPIs and contractual obligations.
• Lead service review meetings and hold partners accountable for service delivery standards.
• Drive continual service improvement initiatives, developing short, medium and long-term improvement plans.
• Work closely with Incident, Problem and Change Management teams to identify root causes and reduce repeat issues.
• Maintain and enhance the Service Catalogue, ensuring services are clearly defined and understood across the business.
• Ensure compliance with security, legal and regulatory requirements, including NIS Regulations and Cyber Assessment Framework (CAF) standards.
• Collaborate with Cyber Security teams to monitor remediation activities and vulnerability management.
• Produce and present service reporting, dashboards and performance insights to key stakeholders.

Essential Skills & Experience

• Proven experience as a Service Delivery Manager within a complex organisation
• Strong experience managing outsourced, multi-supplier services within a SIAM model.
• Excellent knowledge of ITIL 4 practices, including Service Level Management, Supplier Management, Incident, Problem and Change Management.
• Strong understanding of modern IT environments including:
  • Microsoft Azure and hybrid cloud technologies
  • SaaS platforms
  • On-premise infrastructure and data centres
  • End-user computing and mobile technologies
• Experience supporting enterprise applications such as SAP and GIS.
• Commercial awareness with experience managing service agreements, performance mechanisms and contract changes.
• Demonstrated experience transitioning new and changed services into live operation.
• Strong analytical skills, with experience producing service reports and dashboards using tools such as Power BI.
• Experience working with enterprise ITSM platforms such as ServiceNow.
• Outstanding communication and stakeholder management skills, with the ability to influence at all levels.