Service Delivery Manager

Zaizi is seeking a Senior/Lead Service Delivery Manager to ensure the successful delivery, operational stability, and continual improvement of digital services for our Public Safety clients. Working closely with Product Managers, technical teams, and customer stakeholders, the Service Delivery Manager is responsible for ensuring that delivered products continue to meet user and operational needs. The role focuses on providing excellent post-delivery support, maintaining strong customer relationships, and driving service improvements that maximise value throughout the product lifecycle.

Role Objectives

• Service Delivery & Support – Ensure delivered products remain reliable, supported, and fit for purpose by overseeing service operations, coordinating support activities, and driving service excellence.
• Continuous Service Improvement – Analyse incidents, trends, and service performance to identify root causes and opportunities for improvement. Work collaboratively with delivery and product teams to implement enhancements that improve user experience, service resilience, and operational efficiency.
• Customer Relationship Management – Build and maintain trusted relationships with customers and stakeholders, acting as the primary point of contact for service-related matters. Ensure customer expectations are managed effectively and that services continue to deliver measurable value.
• Operational Governance – Monitor service performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring risks, issues, and dependencies are proactively managed and communicated. Compile and regularly report on relevant metrics to highlight conformance with agreed SLAs and identify where any issues are emerging that require resolution. Lead any remedial activities required to improve SLA performance.
• Cross-functional Collaboration – Work closely with delivery, engineering, and product teams to ensure smooth transition of new capabilities into live service, while minimising operational impact and supporting long-term service sustainability.
• Service Lifecycle Management – Take ownership of the ongoing health and performance of delivered products, ensuring they continue to evolve in line with customer needs, business priorities, and operational requirements.
• Incident Management - Coordinating responses to outages and faults, implementing escalation procedures, communicating with key stakeholders, and overseeing resolution of the incidents. Write reports on these incidents including ‘lessons learned’ exercises and mitigations put in place.
• Problem Management - Identify trends and patterns relating to repeating service problems, and develop and enact plans to resolve these. Sponsor and when appropriate undertake Root Cause Analysis (RCA) of problems, informing stakeholders of findings and driving adoption of new measures required to solve them.
• Service Design - Support the design and implementation of new service models for Zaizi and its customers, including provision of out of hours support, critical incident management, disaster recovery and backup, and patching/updating of critical vulnerabilities.

Skills

• ITIL 3 and awareness of ITIL 4 (especially value streams)
• Agile (Scrum / Kanban)
• Government Digital Service Standard
• Public cloud services (AWS or Azure or Google Cloud)

Competencies

• IT Service Management (ITSM)
• IT Service Design
• Track record of managing 1 or more IT services over 3 year period
• Defining and delivering on SLAs and making service improvements
• Provision of services to contractual agreement, including tracking and reporting on service levels provided
• Managing and negotiation of SLA’s, KPI’s, Change, Incident, Deployment and resourcing
• Compliance with best practice frameworks such as NIST, ISO27001, ITIL, Prince2, Agile, Scaled Agile (SAFe)

Must hold active SC Clearance.

Competitive Pay: Salaries reviewed annually to ensure they reflect your performance and market value.

Loyalty Pension: We invest in your future. Starting at a 5% employer contribution, we increase this by 0.5% every year after your third anniversary, up to a maximum of 8%.

Protection: Comprehensive Group Life Assurance for peace of mind.

Purpose & Culture

• Real Impact: Work on mission-critical projects that secure and improve the UK's digital infrastructure.
• Autonomy: A culture that empowers you to make decisions, prototype rapidly, and iterate towards success.
• Service & Community: We support those who serve. 10 paid days for Reservist Military Service.

Work / Life Balance

• Time Off: 25 days annual leave + Bank Holidays, with the flexibility to Buy/Sell additional days to suit your lifestyle.
• Giving back: 2 paid volunteering days per year.

Development & Growth

• Master Your Craft: Fully funded professional certifications (AWS, GCP, Agile, etc.) supported by 5 days paid study leave.
• Expand Your Horizons: An additional £500 annual "Personal Choice" fund to learn whatever inspires you—work-related or not.
• Support: Access to 1-2-1 professional coaching and team training to accelerate your career.

Health & Balance

• Premium Health: Vitality Private Medical Insurance (includes Apple Watch, gym discounts, and rewards).
• Flexibility: Genuine hybrid working with a WFH equipment allowance to perfect your home setup.
• Wellbeing: Cycle to Work scheme and a commitment to sustainable, healthy working practices.