Service Delivery Manager

About the role

FDM Group is seeking an experienced Service Delivery Manager to lead the delivery, governance and continual improvement of live services for a large public‑sector client. The role involves ownership of service performance, stakeholder relationships and operational governance across multiple suppliers and delivery teams.

Key responsibilities

• Own end‑to‑end delivery and performance of business‑critical applications, platforms and technologies.
• Act as the primary point of contact for service matters, building strong relationships with client stakeholders, suppliers and internal teams.
• Monitor and manage service performance against SLAs, KPIs, OLAs and contractual commitments.
• Lead regular service reviews and governance forums, providing insights and performance reporting to senior stakeholders.
• Manage supplier performance across multiple third‑party providers, ensuring accountability and issue resolution.
• Drive service improvement initiatives using service metrics, customer feedback and risk analysis.

Required profile

• Proven experience in Service Delivery Management or IT Service Management within large, complex organisations.
• Strong knowledge of ITIL service management principles and best practices.
• Demonstrated ability to manage services in multi‑supplier or outsourced environments.
• Excellent stakeholder management skills with the ability to influence senior business and technical leaders.
• Experience leading service governance forums, operational reviews and performance reporting.

Required skills

• ITIL service management framework.
• SIAM or supplier management frameworks.
• Cloud‑based service delivery and digital transformation experience.
• Enterprise technology service management.
• Service performance measurement (SLAs, KPIs, OLAs).

What we offer

• Career coaching, mentoring and continuous upskilling throughout your FDM career.
• Assignments with global companies and opportunities to work abroad.
• Ability to re‑skill and up‑skill into new areas and develop non‑linear career paths.
• Annual leave and workplace pension.