Service Delivery Manager

Role: Service Delivery Manager

Location: Basingstoke

Duration: 6 Months

Day rate: -600 Inside Ir35

Active DV clearance required

Mandatory skills:

• Oversee end-to-end delivery of IT services across infrastructure, support functions and in close collaboration with the customer.
• Ensure services are delivered in line with agreed SLAs, KPIs, and compliance requirements.
• Monitor service performance metrics, analyse trends, and generate detailed reports for internal and client review.
• Act as the main point of contact for the customer regarding service delivery and performance.
• Manage incident, problem, and change management processes in accordance with ITIL best practices.
• Coordinate with internal IT teams (e.g., infrastructure, development, support) to resolve issues and implement improvements.
• Drive service improvement initiatives based on performance data, customer feedback, and technology developments.
• Manage vendor relationships and third-party service providers where applicable.
• Support IT governance, compliance, and audit-related activities as required.

Your experience

• Strong experience in IT service delivery, IT operations, or client-facing IT roles.
• Strong understanding of IT service management frameworks (ITIL v3 or v4 certification preferred).
• Experience with ITSM tools such as ServiceNow, Jira Service Management, or CASD.
• Excellent communication, stakeholder management, and conflict resolution skills.
• Demonstrated ability to manage multiple projects and priorities under pressure.
• Strong analytical and problem-solving capabilities.
• Experience managing cross-functional teams in a complex technical environment.