Service Delivery Manager

This role is responsible for the delivery of a high quality service across an assigned portfolio of clients.

Key responsibilities

Translate customer requirements into working instructions for change or new work, following the appropriate processes to initiate work
Ensure quality services are delivered and performed to the agreed SLAs ensuring expectations are achieved or exceeded.
Manage client operational technical teams to ensure timely and accurate completion of operational maintenance.
Managing the transition phase of transferring the functional, technical and procedural knowledge from development into our maintenance and support functions.

Key tasks

Manages, directs and coordinates one or more segments of the organisations day-to-day operations.
Manages the development and implementation of general operating policies, processes and procedures for the organisation and leads on projects.
Uses best practices and knowledge of internal and external business issues to improve products/services or processes.
Engages with key stakeholders to drive development and completion of projects, aligning with business strategy, Group policies and regulatory requirements.
Provides support and leadership where appropriate on specific projects, method changes or systems developments.
Analyse, investigate and resolve highly complex queries where there are a range of options and guidance may be unavailable or ambiguous.
Building and maintaining strong customer and stakeholder relationships, internally and externally.
May train/mentor junior staff.


English and Mathematics GCSEs (or equivalent standard) at a minimum of Grade C.

Educated to degree level or higher (preferably in an IT related discipline).
ITIL V2 Foundation.
ITIL V3 Foundation.
ITIL V2 Service Management.


Experience in a Service Delivery manager role
Knowledge and understanding of the essentials of database marketing solutions, ideally drawn from commercial experience within a marketing business.

Experience of working within an agile process environment, e.g. Scrum, DSDM, ITIL etc.
Experience of Campaign Management Systems (Apteco, Alterian, UNICA, SAS etc.)

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