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Customer Service Delivery Manager

IT Managed Services

Cardiff

We’re looking for an experienced Service Delivery Manager to take ownership of customer-facing IT managed services. This is a senior, visible role where you’ll sit between customers and technical teams, making sure services run smoothly, issues are handled properly, and relationships stay strong.

If you enjoy being the calm, trusted point of contact when things get busy, this one will make sense.

What you’ll be doing

Acting as the main point of contact for a portfolio of managed service customers

Owning contracts and SLAs, including reviews, reporting, and improvement plans

Leading major incident management, coordinating technical teams and keeping customers informed

Working closely with senior customer stakeholders, translating service performance into plain English

Managing third-party suppliers to ensure service quality and accountability

Using data to spot trends, risks, and opportunities to improve service delivery

Driving service improvements in line with ITIL and ITSM best practice

Overseeing change, onboarding, and transitions into live service

Acting as escalation lead during service hours and ensuring cover when required

Contributing to governance, service reviews, and continual improvement initiatives

Coaching and developing less experienced Service Delivery Managers where required

What we’re looking for

Ideally some previous experience within IT Managed Services

Strong working knowledge of ITIL and IT Service Management processes

Experience in a customer-facing delivery or service leadership role

Comfortable managing senior stakeholders and supplier relationships

Confident communicator who can handle pressure and difficult conversations

Analytical mindset with a focus on service improvement

Experience working in fast-paced, customer-driven environments

ITIL certification or equivalent ITSM qualification

Why this role appeals

You’ll have real ownership. Real customers. Real influence over how services are delivered and improved. It’s not a ticket-watching role. It’s about accountability, relationships, and getting things working better over time.

Hybrid working. Cardiff-based role.

Full-time, permanent.

If this sounds like the kind of responsibility you enjoy, it’s worth a conversation