Service Delivery Manager

• Managing end-to-end service delivery across telecoms and managed service environments.
• Acting as the primary operational contact for clients and senior stakeholders.
• Monitoring SLA, KPI and contractual performance obligations.
• Leading major incident management and coordinating technical teams during service disruptions.
• Supporting problem management and root cause analysis activities.
• Overseeing change management processes and production releases.
• Delivering service reviews, reporting and operational performance updates.
• Coordinating cross-functional teams including engineering, suppliers and operational support teams.
• Driving continuous service improvement initiatives and operational efficiencies.
• Supporting onboarding and transition of new services into operational support models.

The ideal candidate will have proven experience within Service Delivery or Service Management in the telecoms or IT sector and demonstrate strong understanding of telecommunications services including connectivity, voice and cloud solutions. Experience managing live production environments, major incidents and operational risk is essential, alongside strong stakeholder management and communication skills. A solid understanding of ITIL practices and experience working within multi-supplier or outsourced environments is highly desirable. Relevant certifications such as ITIL, PRINCE2 or Agile would be advantageous, although strong practical experience will also be considered.