POSITION SUMMARY The Service Delivery Manager (SDM) ensures the organisation delivers against contracted service obligations defined in the signed service agreement. Beyond SLA and KPI compliance, the SDM maintains a clear, current understanding of true service quality by building strong, mutually respected relationships with key client stakeholders, ensuring the basics are done right while driving continual service improvements and value-add opportunities. Working across a portfolio of accounts and acting as the official ‘voice’ of the customer, the SDM works closely with the client, internal service operations, and sales teams to ensure effective, high-quality service delivery through BAU, service transitions, service reviews, and service improvement. EDUCATION AND EXPERIENCE Essential Minimum 5+ years’ experience in Service Management, Service Delivery or a client-facing IT operations role. Good understanding of ITIL Service Management principles and frameworks. Demonstrated ability to manage SLAs, KPIs, and service governance in a complex environment. Strong stakeholder management and communication skills at all levels. Familiarity with MSP or outsourced service delivery environments. Desirable ITIL v4 Foundation certification (or equivalent). Commercial awareness, with experience working alongside account or commercial management functions. KEY JOB ELEMENTS Service Level Management
