Service Delivery Manager role with fixed-term contract.
Based in Wembley Stadium, London, with travel across UK & Ireland.
Key responsibilities include SLA & KPI Management and Client Relationship Management.
Competitive salary and benefits offered, including 25 days holiday.
Essential experience in managing external ICT third-party relationships.
Service Delivery Manager
About UK & Ireland 2028 Limited
UK & Ireland 2028 Limited is the local organising committee responsible for delivering UEFA EURO 2028 across the UK & Ireland. We work on behalf of the five Football Associations and in partnership with governments, host cities, stadiums and delivery partners to plan and deliver the tournament safely, inclusively and to world-class standards.
About UEFA EURO 2028
UEFA EURO is one of the world’s largest sporting events. In 2028, it will be hosted across multiple cities in the UK & Ireland, requiring large-scale coordination across transport, infrastructure, stadiums and public services. UEFA owns the tournament and sets requirements; UK & Ireland 2028 Limited is responsible for delivering it locally.
The Role
The UK & Ireland 2028 Service Delivery Manager is the key relationship manager between UK&I and our outsourced delivery partner for ICT services (Cognizant), along with UEFA ICT. They will provide strategic direction, along with day-to-day trouble shooting and escalations to ensure that the ICT service delivered is fit for purpose for an Organising Committee of a large-scale tournament such as UEFA EURO 2028.
What you’ll be doing
- SLA & KPI Management: Monitor performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure targets are consistently met.
- Client Relationship Management: Act as the primary point of contact for ICT escalations amongst UK&I 2028 employees, whilst leading regular service reviews, managing expectations, and addressing escalations with our ICT service provider (Cognizant).
- Incident & Problem Resolution: Oversee critical incidents, coordinate outsourced delivery partner response during outages, and drive root cause analysis (RCA) to prevent future disruptions.
- Continuous Improvement: Identify operational bottlenecks, enforce standard operating procedures (SOPs), and apply best-practice frameworks like ITIL in conjunction with the third-party delivery partner.
- Resource & Financial Management: Manage service delivery budgets, forecast resource needs, and optimize cost efficiency.
- Change: Run the ICT change process across UK&I and potentially the Tournament Venue Change Process as it is developed.
- Team Leadership: Lead cross-functional teams, support onboarding, and oversee employee ICT usage.
- Service Availability: Ensuringsystem uptime, reliability, and business continuity across all delivered services.
- Governance & Compliance: Ensuring all operations strictly adhere toregulatory standards, security policies, and internal governance frameworks (e.g., ISO, GDPR).
What we’re looking for
Essential experience and skills:
- Managing an external relationship with an ICT third party supplier.
- Experience developing and using KPIs to drive performance.
- A proactive hands-on approach to ICT problem solving.
- Experience gathering customer needs and working with supplier to deliver.
- Working within defined budgets.
- Experience in incident and change management.
Technical Skills
- Advanced report writing skills including ability to produce high-quality documents.
- Proven ability to manage a complex workstream including Project management and risk management.
- Strong presentation skills (creation and delivery).
Please see the attached role profile for full details
How you’ll succeed
- Adaptable – leads in complex environments.
- Catalyst – enables and motivates others.
- Critical Thinker – makes sound decisions.
- Inclusion – creates inclusive team environments.
- Performance Focus – drives results and standards.
- Positive Impact – shows resilience and solutions focus.
- Pride – sets and upholds standards.
- Relationship Manager – builds trusted partnerships.
These strengths may be assessed during application, assessment and interview.
Why apply?
We offer a competitive salary and benefits (including 25 days holiday, pension and private medical insurance), alongside the opportunity to be part of a landmark international sporting event.
Location & Working Pattern
Based at Wembley Stadium, with travel across the UK & Ireland as required.
- 2026: 3 days/week onsite
- 2027: 3–4 days/week onsite
Application Process
Our process is designed to be clear and fair:
- Application review.
- Interview(s) – typically first stage via MS Teams and final stage in Wembley Stadium.
- Offer.
We aim to keep candidates informed throughout.
Everyone is welcome
We’re hiring for excellence through inclusion
We’re building a skilled, values-led workforce that reflects the diversity of the UK and Ireland. We encourage applications from all backgrounds and don’t expect a traditional career path.
All roles are subject to appropriate DBS checks.
If this job opportunity is not suitable, then check out the other LGBT friendly jobs across UK!
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Service Delivery Manager employer: LGBT Jobs
Linklaters is an exceptional employer that prioritises a positive and inclusive work culture, fostering collaboration and innovation among its employees. With a strong focus on professional growth, the firm offers extensive benefits including private medical insurance, fitness memberships, and flexible working arrangements, all designed to support your well-being and career development. Located in London, this role provides a unique opportunity to influence strategic direction at the highest levels while being part of a diverse team committed to excellence.
