Service Delivery Manager

Service Delivery Manager Cardiff £60000The OpportunityAn established and growing IT Managed Services provider is looking for an experienced Service Delivery Manager to join their Customer Success function.You''ll take ownership of key customer accounts - ensuring service excellence, driving continuous improvement, and acting as the customer''s champion internally.This is a senior, customer-facing role where relationship strength, ITIL expertise and commercial awareness are equally important.What You''ll Be DoingActing as primary point of contact for strategic customer accountsManaging contracts and SLAs, including performance reporting and reviewsLeading major incident processes and escalationsEngaging with senior stakeholders and executive-level contactsDriving continual service improvement initiatives (automation, process enhancement, maturity uplift)Managing third-party suppliers and ensuring contractual complianceOverseeing onboarding and transition of new customers into steady stateEnsuring compliance with ISO27001, ISO20000, GDPR and governance standardsProducing governance reports and leading service review meetingsCoaching and mentoring less experienced SDMsWhat We''re Looking ForMinimum 5 years'' experience in IT Managed ServicesStrong ITIL / ITSM expertise (certified preferred)Experience managing SLAs and customer contractsDemonstrable executive stakeholder engagementMajor incident leadership experienceStrong data-driven mindset and reporting capabilitySupplier ..... full job details .....