At a Glance
- Tasks: Lead service delivery, improve processes, and enhance customer satisfaction.
- Company: Dynamic tech company in Caldicot with a focus on innovation.
- Benefits: Ongoing professional development, access to advanced technologies, and a supportive team environment.
- Other info: Fast-paced environment with opportunities for career growth and meaningful contributions.
- Why this job: Make a real impact by driving service excellence and building strong relationships.
- Qualifications: ITIL Foundation certification required; relevant experience valued over formal qualifications.
The predicted salary is between 40000 - 50000 £ per year.
Location: Base location – Caldicot, Wales
Department: Services
Reports To: Technical
You understand the link between delivery performance, customer retention, and business revenue. You're comfortable in Jira Service Management or a comparable ITSM platform, and you use data to drive decisions rather than just report them. Critically, you build structure where it doesn't yet exist and challenge weak processes rather than work around them.
ITIL Foundation certification is required – candidates without it will not be considered. Higher-level ITIL qualifications (Managing Professional or Strategic Leader) are a strong advantage. Project management certification (PRINCE2, PMP, or APM) is beneficial but not a prerequisite. We value relevant experience and a strong professional track record; we will not reject strong candidates on the basis of formal qualifications alone.
What Good Looks Like
- In twelve months, a successful SDM will have brought visible structure and governance to service delivery across all three pillars, and established a project register that the business actually uses and trusts.
- Customer escalations will have reduced through earlier identification and resolution of delivery risk.
- Service reporting will give the leadership team a clear, accurate picture of performance.
- Strong working relationships will be in place with key customers and internal stakeholders.
- At least three material process improvements will have been identified and driven to completion.
What We Offer
You'll have access to ongoing professional development and training, working with some of the most advanced networking technologies available in the market. You'll join a collaborative, high-performance team that backs each other to deliver – and that takes the work seriously. It's a fast-paced, focused environment where you can thrive and take real pride in what you deliver.
Service Delivery Manager employer: Westbase.io
As a Service Delivery Manager based in Caldicot, Wales, you'll be part of a dynamic and supportive team that prioritises professional growth and development. We offer access to cutting-edge technologies and a collaborative work culture that encourages innovation and accountability, ensuring you can make a meaningful impact on service delivery and customer satisfaction. Join us to thrive in a fast-paced environment where your contributions are valued and recognised.
