Senior Service Delivery Manager

MERITUS are recruiting for a Senior Service Delivery Manager to join a leading Technology Consultancy, supporting the delivery of managed IT services across secure UK Government environments.

SENIOR SERVICE DELIVERY MANAGER – UP TO £75,000 – REMOTE (UK) WITH CUSTOMER TRAVEL – ACTIVE SC CLEARANCE REQUIRED

We are looking for an experienced Senior Service Delivery Manager with a strong background in managed services and customer-facing IT service delivery. This role will take ownership of a portfolio of services, ensuring performance against SLAs, maintaining excellent customer relationships and driving service improvements.

You'll work closely with internal delivery teams, suppliers and customer stakeholders to manage day-to-day service operations, resolve escalations and ensure services continue to meet business requirements. The role is remote-based, however regular travel will be required for customer meetings, workshops and service reviews.

Responsibilities:

• Own the delivery of managed services, ensuring agreed SLAs, KPIs and customer expectations are met.
• Act as a key point of contact for customers, leading service reviews and managing escalations.
• Build strong relationships with stakeholders across customer and internal teams.
• Identify and deliver service improvements to enhance quality and customer satisfaction.
• Support service transitions and ensure smooth delivery into BAU operations.
• Manage suppliers and third-party providers, addressing performance issues where required.
• Monitor service performance, financials, forecasting and reporting.
• Support renewals, service enhancements and change requests.
• Mentor and support Service Delivery Managers.

Skills & Experience:

Essential:

• Active SC Clearance.
• Experience working within an IT Service Provider or Managed Services environment.
• Strong background in Service Delivery Management and customer relationship management.
• Experience managing SLAs, service reviews and operational reporting.
• Good understanding of ITIL principles and service management processes.
• Experience with service transition, continual improvement and supplier management.
• Commercial awareness, including forecasting, invoicing and service profitability.
• Strong communication, organisation and stakeholder management skills.
• Understanding of cloud environments such as Microsoft Azure or AWS.

Desirable:

• ITIL certification.
• Project Management experience or qualification.
• Experience working with Government, Defence or other secure environments.
• Experience managing offshore teams.

Benefits

• Salary up p to £85,000
• Remote working with customer travel.
• 25 days holiday + bank holidays
• Private healthcare.

This is a great opportunity for an experienced Service Delivery Manager to join a growing technology consultancy, working with enterprise-scale managed services across secure Government environments.