MERITUS are recruiting for a Senior Service Delivery Manager to join a leading Technology Consultancy, supporting the delivery of managed IT services across secure UK Government environments.
SENIOR SERVICE DELIVERY MANAGER – UP TO £75,000 – REMOTE (UK) WITH CUSTOMER TRAVEL – ACTIVE SC CLEARANCE REQUIRED
We are looking for an experienced Senior Service Delivery Manager with a strong background in managed services and customer-facing IT service delivery. This role will take ownership of a portfolio of services, ensuring performance against SLAs, maintaining excellent customer relationships and driving service improvements.
You'll work closely with internal delivery teams, suppliers and customer stakeholders to manage day-to-day service operations, resolve escalations and ensure services continue to meet business requirements. The role is remote-based, however regular travel will be required for customer meetings, workshops and service reviews.
Responsibilities:
- Own the delivery of managed services, ensuring agreed SLAs, KPIs and customer expectations are met.
- Act as a key point of contact for customers, leading service reviews and managing escalations.
- Build strong relationships with stakeholders across customer and internal teams.
- Identify and deliver service improvements to enhance quality and customer satisfaction.
- Support service transitions and ensure smooth delivery into BAU operations.
- Manage suppliers and third-party providers, addressing performance issues where required.
- Monitor service performance, financials, forecasting and reporting.
- Support renewals, service enhancements and change requests.
- Mentor and support Service Delivery Managers.
Skills & Experience:
Essential:
- Active SC Clearance.
- Experience working within an IT Service Provider or Managed Services environment.
- Strong background in Service Delivery Management and customer relationship management.
- Experience managing SLAs, service reviews and operational reporting.
- Good understanding of ITIL principles and service management processes.
- Experience with service transition, continual improvement and supplier management.
- Commercial awareness, including forecasting, invoicing and service profitability.
- Strong communication, organisation and stakeholder management skills.
- Understanding of cloud environments such as Microsoft Azure or AWS.
Desirable:
- ITIL certification.
- Project Management experience or qualification.
- Experience working with Government, Defence or other secure environments.
- Experience managing offshore teams.
Benefits
- Salary up p to £85,000
- Remote working with customer travel.
- 25 days holiday + bank holidays
- Private healthcare.
This is a great opportunity for an experienced Service Delivery Manager to join a growing technology consultancy, working with enterprise-scale managed services across secure Government environments.
