IT Service management SDM in Leiston

***SC CLEARED***

IT Service Management SDM – 6 month contract initially with potential extensions. Onsite in Leiston, Suffolk. Rate: £Market rates per day (via Umbrella company).

We offer a supportive environment at a world‑leading organisation where you can make a real difference.

As Service Delivery Manager, you will oversee the end‑to‑end delivery of IT managed services, ensuring customer satisfaction, contractual compliance and continual service improvement.

Key Responsibilities

• Service Delivery Management
• Own the delivery of IT managed services across all assigned service towers.
• Ensure compliance with SLAs, KPIs, OLAs, contractual obligations and operational targets.
• Monitor service performance and drive proactive measures to improve service quality.
• Lead service review meetings and present operational performance to customer stakeholders.
• Ensure service continuity, availability and operational stability.
• Customer & Stakeholder Management
• Act as the primary customer‑facing representative for service delivery.
• Build and maintain strong relationships with business, technical and executive stakeholders.
• Manage customer expectations through regular engagement and communication.
• Provide regular service reports, performance updates and improvement recommendations.
• Governance & Service Management
• Chair weekly, monthly and quarterly service governance meetings.
• Drive ITIL‑aligned Incident, Problem, Change, Request, and Knowledge Management processes.
• Ensure service risks, issues and dependencies are actively managed through RAID governance.
• Track contractual commitments and oversee service compliance activities.
• Continual Service Improvement
• Identify opportunities to improve efficiency, automation, customer experience and service quality.
• Develop and maintain Continual Service Improvement (CSI) plans.
• Monitor trends and implement actions to reduce recurring incidents and improve user satisfaction.
• Support service transformation and modernization initiatives.
• Supplier & Vendor Management
• Coordinate and govern third‑party suppliers and support partners.
• Ensure supplier performance meets agreed service levels.
• Manage escalations involving external vendors and service providers.
• Support SIAM and multi‑vendor operating environments where applicable.
• Financial & Commercial Management
• Support budgeting, forecasting, service reviews and cost management activities.
• Monitor service consumption and identify cost optimisation opportunities.
• Contribute to contract renewals, renewal planning and commercial discussions.
• Ensure effective management of service credits, risks and contractual obligations.
• Service Transition & Projects
• Support onboarding of new services and transition into BAU operations.
• Participate in project governance to ensure operational readiness.
• Review solution designs, support models and acceptance criteria before service handover.
• Ensure knowledge transfer and documentation are completed before service acceptance.
• People Leadership
• Provide leadership and direction to service management and operational teams.
• Foster a customer‑focused and high‑performance culture.
• Support resource planning, capability development and team engagement activities.
• Coach and mentor team members where appropriate.
• Key Skills & Experience
• Proven experience as a Service Delivery Manager within a Managed Services environment.
• Strong understanding of ITIL service management practices including Incident, Problem, Change and Service Level Management.
• Experience managing enterprise services across M365, Azure, End User Computing, Service Desk, Network, Security or Cloud environments.
• Excellent stakeholder management, communication and customer engagement skills.
• Experience managing suppliers and working within SIAM or multi‑vendor environments.
• Strong analytical, reporting, governance and service improvement capabilities.
• Experience delivering services against SLAs, KPIs and contractual commitments and optimising the ITSM Service Now toolset, working with vendors to maximise its value.

Desirable Skills / Knowledge / Experience

• ITIL Foundation or ITIL Managing Professional certification.
• Experience with Service Now ITSM platforms.
• Knowledge of Microsoft Azure, Microsoft 365, Intune and modern workplace technologies.
• Experience supporting service transitions and digital transformation programmes.
• Prince2, Agile, Scrum or project management certification.
• Security Clearance

Applicants holding or who have held high‑level security clearance are most welcome.

Successful candidates will be required to be security cleared prior to appointment, which may take a minimum of 10 weeks.

Equal Opportunity

We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply.

If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.

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