Service Delivery Manager

52000 - 62000 per annum + BENEFITSNewport, Wales

Permanent

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.Key Responsibilities:Own the day-to-day delivery and performance of assigned IT services and products against agreed SLAs, KPIs and contractual obligationsManage service levels and report on partner performance, including service credits and contractual performance schemesCoordinate effective incident, major incident, problem and change management practices across service partnersWork with Problem Management teams to identify root causes and prevent recurring issuesDevelop and deliver continual service improvement plans with short-, medium- and long-term objectivesBuild business cases for required budgets and resources, tracking benefits and service improvementsEnsure services meet security, governance, legal and regulatory requirements, including NIS Regulations and the Cyber Assessment FrameworkMaintain an accurate and relevant Service Catalogue, communicating services clearly to colleagues and service usersJob Requirements:Proven experience in Service Delivery Management within a complex and fast-paced organisationStrong experience managing outsourced, multi-supplier services within a SIAM modelKnowledge of SLA, KPI, service credit and supplier performance managementSolid working knowledge of ITIL 4 practices, particularly service level management, supplier management, incident, problem, change enablement and continual improvementGood technical understanding of hybrid cloud platforms such as Microsoft Azure, SaaS, on-premise data centres, end-user computing and mobile technologyExperience supporting enterprise applications, including SAP and GISCommercial awareness, with the ability to negotiate service levels and contract changes in a multi-vendor environmentExperience transitioning new or changed services into live operationAdditional Skills and Knowledge:Confidence using data to create and interpret service reports and dashboards, including Power BIExperience working with enterprise ITSM tools such as ServiceNowExcellent communication and influencing skills, with the ability to explain technical issues to non-technical audiencesAbility to lead challenging conversations constructively and build strong relationships with suppliers, partners and stakeholdersUnderstanding of cyber security and resilience frameworks, such as NCSC CAF, NIS Regulations, ISO 27001 or Cyber EssentialsExperience in utilities, critical national infrastructure or another regulated, 24/7 service environment would be advantageousKnowledge of mobile workforce management, GIS, mapping or mobile device management would be beneficialFamiliarity with experience level agreements, digital employee experience, automation, Agile or product-based ways of working would be desirableBenefits:Hybrid and flexible working opportunitiesAnnual leave allowance plus bank holidays, with flexibility to reflect personal beliefsEmployer-supported retirement savings plan and life insuranceFlexible benefits including gym membership, dental insurance and health cash plansEnhanced parental leave and employee assistance supportRetail discounts and cashback schemesComprehensive training and professional developmentCommitment to wellbeing, equality, diversity and inclusionIf 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.