Service Delivery Manager

As a Service Delivery Manager, you'll play a key role in shaping, leading, and continuously improving service delivery at Sword, a leading provider of business technology solutions within the Energy, Public and Finance Sectors. You'll be responsible for ensuring services are delivered efficiently, consistently, and in line with agreed KPIs and SLAs, while supporting business growth and maintaining strong customer relationships.

Requirements

• Develop, implement, and continually improve Service Management processes aligned to the ITIL framework
• Manage services to ensure adherence to agreed SLAs, KPIs, and contractual commitments
• Support and oversee multi-contract service delivery across different geographies
• Lead, motivate, and develop staff and contractors to ensure effective and efficient delivery
• Maintain and strengthen customer relationships through proactive service engagement
• Produce monthly service reports, analytics, and performance insights
• Chair and contribute to service delivery and contract monitoring meetings
• Support service growth by embedding scalable, repeatable delivery processes

Benefits

• Personalised Career Development
• Flexible working
• A Fantastic Benefits Package
• Pension scheme
• Access to private health, well-being, and insurance schemes
• Employee assistance programme
• Discounted cash plan