Service Delivery Manager
Managed Services
Location: London (Hybrid) 2 days a week in our clients London office in Marylebone area and occasional presence in our Reading office.
The Service Delivery Manager plays a pivotal role in managing and enhancing the delivery of IT services to clients within Ultima. The SDM ensures service levels are consistently met, client satisfaction remains high, and operational efficiency is maintained.
The role acts as the main point of contact for client escalations, service reviews, and continuous improvement initiatives.
SDM’s are assigned a portfolio of customer accounts and are responsible for overall Managed Service delivery and customer satisfaction. SDM’s also play a key role in representing the “voice of the customer” and helping to shape ongoing systems, services and operational process enhancements.
MAIN DUTIES AND RESPONSIBILITES:
Client Relationship Management
- Serve as the primary point of contact for assigned clients regarding service delivery matters.
- Conduct regular service reviews, ensuring SLAs, KPIs, and satisfaction metrics are met.
- Build trust with clients by proactively identifying areas for service improvement and innovation.
Service Performance & Delivery
- Monitor, manage, and report on service delivery performance (SLAs, ticket resolution times, availability, etc.).
- Work with internal teams (e.g., NOC, Helpdesk, Projects) to ensure coordinated and high-quality service.
- Own incident and problem management processes for critical or recurring issues.
Process & Continuous Improvement
- Identify service delivery gaps and lead initiatives to optimize operational processes.
- Ensure compliance with ITIL practices and documentation standards.
- Contribute to change and release management planning in coordination with technical teams.
Escalation & Risk Management
- Act as the escalation point for client issues and drive resolution in collaboration with internal stakeholders.
- Identify service delivery risks and proactively mitigate them.
Reporting & Analysis
- Deliver regular service performance reports and dashboards to both clients and internal leadership.
- Analyse service trends and recommend data-driven improvements.
ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE:
- Minimum ITIL V4 certification.
- Minimum 4 years’ experience in an externally facing SDM role or equivalent
- Experience in delivering fully outsourced Service Desk and Infrastructure Management services.
- Extensive experience in delivering successful CSI initiatives.
- Excellent communication, customer presentation and customer relationship building skills.
DESIRED KNOWLEDGE, SKILLS & EXPERIENCE:
- ITIL certification.
- Technical experience with supporting corporate IT environments
- Prior experience in Incident or Problem Management.
- Service Now Tooling Experience
KEY COMPETENCIES REQUIRE FOR ROLE
- Achievement Focus – Driving oneself to achieve, being self-motivated and being seen as determined and committed.
- Decision Taking and Risk Management – Willingness to take difficult decisions, confidence in decision making and attitude to risk.
- Impression Management – Making an impact on others, establishing credibility with them, making a favourable impression.
- Self-Control – Maintaining calm under pressure, remaining patient and logical at all times, not allowing oneself to be deflected.
- Integrity - Fair, honest and diplomatic behaviour. Consistent and discreet in dealing with other people.
- Managing Change - Anticipating and handling colleagues reactions to change and helping them to accommodate it.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Slough
✨Get Involved in the Cybersecurity Community
Diving into the cybersecurity community is key for landing that full-time gig. Join forums like Reddit's r/cybersecurity or attend local meetups to connect with industry veterans and other job seekers. Networking is everything in this field—don’t just be a passive lurker!
✨Show Off Your Skills with Capture the Flag Competitions
Participate in Capture the Flag (CTF) competitions; these are not just a fun way to boost your skills but also a chance to showcase your talent to potential employers. Many companies, including Ultima, love seeing candidates who actively engage in these challenges.
✨Tailor Your Online Presence
Make sure your LinkedIn and any professional profiles reflect your cybersecurity expertise. Share your projects, whether they’re personal or from a previous role, to catch the eye of hiring managers. This is how they’ll find your passion and commitment to the field!
✨Apply Directly Through Ultima
Don’t forget to head straight to our website and check out any openings for cybersecurity roles at Ultima. Applying directly can sometimes give you an edge, especially if you can mention that you've been following our work or engaging in the community.
Some tips for your application 🫡
Show off your technical skills:In cybersecurity, it's crucial to highlight your technical prowess. Make sure your CV showcases specific skills like network security, penetration testing, or threat analysis. If you have relevant certifications (like CEH or CISSP), pop those on the front page to grab attention!
Tailor your portfolio for the role:Even for a full-time role, a portfolio can set you apart. If you've worked on any cybersecurity projects—be it CTF challenges, security assessments, or research papers—include these in your application. This demonstrates not just your skills, but also your hands-on experience!
Use real-world examples:When writing your cover letter, don’t just stick to your qualifications. Share real-world examples of how you’ve tackled security issues or vulnerabilities. This gives the hiring team at Ultima insight into your practical problem-solving abilities and makes your application memorable.
Demonstrate your passion for cybersecurity:Cybersecurity is an ever-evolving field, so show us that you’re always learning! Mention any recent courses, webinars, or industry events you’ve attended. This not only exhibits your enthusiasm but also signals to Ultima that you’re committed to staying ahead in the game.
How to prepare for a job interview at Ultima
✨Sharpen Your Technical Skills
For a role in cybersecurity, it’s essential to be up-to-date with the latest tools and techniques. Brush up on your knowledge of firewalls, intrusion detection systems, and vulnerability assessment tools. Be ready to discuss specific scenarios where you’ve applied these skills, as hands-on experience can really set us apart in interviews.
✨Prepare for Scenario-Based Questions
Expect the interviewers at Ultima to throw in some hypothetical situations to see how you’d handle them. Think about common security breaches or incidents and be prepared to explain how you would respond. This not only shows your problem-solving skills but also your understanding of real-world cybersecurity challenges.
✨Highlight Your Certifications
Certifications like CompTIA Security+, CISSP, or CEH can give you a significant edge in a full-time role in cybersecurity. Make sure to mention these during your interview and be prepared to discuss what you learned through those certifications and how they relate to the position at Ultima.
✨Show Your Passion for Cybersecurity
Since you’re going for a full-time gig, showing genuine enthusiasm for the field can make all the difference. Share any personal projects, blogs, or communities you’re part of that relate to cybersecurity. This not only showcases your passion but also your commitment to staying engaged in this ever-evolving field.
