Service Delivery Manager

About the role

The Service Delivery Manager will be the key account contact for both internal and external clients, ensuring that all service requests, incidents, and SLA commitments are managed efficiently. Working within an ITIL framework, the role focuses on maintaining high‑quality service delivery, strengthening client relationships, and supporting continuous improvement across the business.

Key responsibilities

• Manage a portfolio of internal and external clients, ensuring compliance with SLA uptime and service quality targets.
• Act as client advocate on operational and service matters, providing weekly and monthly service reports.
• Participate in the Change Advisory Board, reviewing and approving normal and urgent changes.
• Coordinate small changes, risk assessments, and continual service improvement initiatives.
• Lead high‑visibility communications during major security incidents and coordinate with the SOC lead.
• Deliver specialised security metrics and reporting (MTTD/MTTR, vulnerability posture, SOC ticket volumes, SIEM/EDR coverage).
• Ensure services align with security frameworks such as ISO 27001, NIST, and NCSC Guidelines.
• Collaborate with Service Transition Management to move projects into live service.
• Maintain third‑party contracts to meet required service levels.

Required profile

• Security Clearance at SC level (minimum).
• Strong understanding of commercial terms and SLA management.
• Proven ability to manage escalations, commercial disputes, and client relationships.
• Experience in delivering contract growth and supporting bid proposals.
• Awareness of Government Security Policy and related compliance requirements.

Required skills

• ITIL v3 Foundation, Strategy, Design and ITIL v4 Foundation.
• Knowledge of ISO 27001, NIST and NCSC Guidelines.
• Experience with SIEM and EDR technologies.