Service Delivery Manager

Service Delivery Manager Cardiff £62,000 + excellent benefitsAn opportunity has arisen for an experienced Service Delivery Manager to take ownership of business-critical technology services within a complex, regulated organisation.You''ll operate at the centre of a multi-supplier technology environment, making sure strategic partners meet their service commitments and that technical performance translates into dependable outcomes for colleagues. The organisation supports a large, geographically distributed workforce and provides services that must remain resilient around the clock.This position combines supplier governance, operational service management, continual improvement and senior stakeholder engagement. It will suit someone who enjoys resolving complex cross-supplier issues, improving customer experience and bringing structure and accountability to service performance.What You''ll Do: Own the end-to-end performance of a portfolio of IT services. Lead service reviews and hold strategic suppliers accountable for SLAs, KPIs and contractual obligations. Act as an escalation point for service issues, risks and supplier underperformance. Coordinate incident, major-incident, problem and change practices. Lead the operational transition of new and changed services. Maintain service catalogue and configuration information. Develop continual-improvement plans and track measurable benefits. Improve user experience through automation, self-service and knowledge management. ..... full job details .....