At a Glance
- Tasks: Lead the delivery of essential services for critical national infrastructure.
- Company: Join a leading organisation focused on service excellence and operational resilience.
- Benefits: Competitive salary, career growth opportunities, and a chance to make a real impact.
- Other info: Dynamic role with a focus on innovation and continuous improvement.
- Why this job: Be at the forefront of managing vital services that support national security.
- Qualifications: 17+ years in IT Service Delivery with experience in regulated environments.
The predicted salary is between 61408 - 68231 £ per year.
Role Purpose
The Service Delivery Manager (SDM) is accountable for the end-to-end delivery of managed services supporting critical national infrastructure (CNI) environments.
The role ensures the availability, resilience, security, compliance, and continuous improvement of business-critical services operating in a 24x7 environment.
The SDM serves as the primary operational interface between the customer, service providers, technology partners, and internal delivery teams, driving service excellence while ensuring contractual commitments, regulatory obligations, and operational risks are effectively managed.
Given the nature of the services supporting national infrastructure, the role demands strong leadership in service governance, incident management, cyber resilience, business continuity, stakeholder engagement, and regulatory compliance.
Key Responsibilities
- Service Delivery Leadership
- Own end-to-end service delivery for critical business and operational services.
- Ensure contractual service levels, KPIs, and operational commitments are consistently achieved.
- Lead multi-disciplinary delivery teams across operations, engineering, service management, security, infrastructure, and applications.
- Customer & Stakeholder Management
- Act as the primary service management contact for senior customer stakeholders.
- Build trusted relationships with customer leadership, operational teams, regulators, and suppliers.
- Present service performance, risks, improvement initiatives, and strategic recommendations to executive stakeholders.
- Operational Governance
- Ensure adherence to ITIL and customer-specific operational processes.
- Major Incident & Crisis Management
- Provide leadership during major incidents and service outages.
- Coordinate technical teams, suppliers, and customer stakeholders during crisis situations.
- Ensure structured communication, escalation management, and post-incident reviews.
- Drive root cause elimination and preventative actions.
- Security & Resilience Management
- Work closely with cyber security and risk teams to maintain secure operations.
- Lead service resilience planning, disaster recovery testing, and business continuity exercises.
- Ensure vulnerabilities, risks, and remediation activities are tracked and managed effectively.
- Support cyber incident response activities where required.
- Service Improvement & Transformation
- Develop and maintain continual service improvement plans (CSIPs).
- Identify opportunities to improve service quality, automation, efficiency, and customer experience.
- Champion AI Ops, observability, automation, and proactive service management.
- Commercial & Financial Management
- Manage service budgets, forecasts, and financial performance.
- Support contract governance and service reporting.
- Risk & Assurance
- Maintain service, operational, security, and regulatory risk registers.
- Drive mitigation plans and ensure timely resolution of identified risks.
- Report operational risk posture to customer and internal leadership forums.
- Required Experience
Essential
- 17+ years of experience in IT Service Delivery, Managed Services, or Infrastructure Operations.
- Experience delivering services within Critical National Infrastructure, Telecommunications or other highly regulated environments.
- Experience managing geographically distributed delivery teams and third-party suppliers.
- Hands-on experience with ITIL service management processes
Service Delivery Manager in Belfast employer: Tech Mahindra
Tech Mahindra is an excellent employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of London. Employees benefit from extensive growth opportunities within the life sciences sector, supported by a commitment to diversity and inclusion at all levels. With a focus on cutting-edge IT and AI solutions, team members are empowered to make a meaningful impact while building strong relationships with biopharma clients.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Belfast
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Tech Mahindra values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Tech Mahindra might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Tech Mahindra!
✨Direct Apply to Tech Mahindra
Let's not forget to apply directly through the Tech Mahindra website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Delivery Manager in Belfast
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Tech Mahindra.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Tech Mahindra. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Tech Mahindra
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
