Service Delivery Manager IT-Serve Managed Services

• Own service performance against each client contract, service levels, scope and governance calendar; scale governance to the size and risk of the engagement. • Manage the operational client relationship, translate technical issues into business impact and maintain a clear record of actions, decisions and dependencies. • Coordinate incidents, requests, problems and changes across shared teams; keep priorities, ownership, escalation and communication clear. • Lead major-incident service coordination, mobilise specialists, maintain communications and organise post-incident reviews and follow-up actions. • Chair service reviews and change governance meetings where assigned; maintain service improvement plans and risk, assumption, issue and dependency records. • Produce accurate reporting on service levels, availability, patching, backup, demand, capacity, open work and recurring failures; challenge incomplete evidence. • Plan coverage, handovers and specialist capacity; identify demand and skills gaps early and escalate resource risks. • Coordinate mobilisation, discovery and project-to-service transition, including access readiness, documentation, support ownership and acceptance criteria. • Identify scope growth, additional sites and assets, delivery costs and commercial risks; initiate assessment and obtain approval through the agreed process. • Coordinate service-relevant assurance requests and remediation actions for regulated or security-sensitive clients while protecting confidential information. • Support bids, service design and renewal discussions with realistic delivery assumptions and lessons from existing accounts. • Maintain effective use of IT-Serve’s service desk/PSA and delivery processes, including queue ownership, prioritisation, assignment, time recording, SLA data, technical updates, evidence, escalation, handover and closure quality. • Ensure colleagues and clients receive appropriate progress updates. • Follow IT-Serve security procedures, protect confidential information and escalate unsafe work, security concerns or delivery risks promptly. • Regulated-sector experience is desirable rather than mandatory. • Experience integrating service management platforms, automating reporting and improving multi-client delivery. • Experience with complex mobilisation, regulated client assurance and project governance. • Advanced ITIL, project management or relevant technology qualifications are desirable; assessed equivalent experience may be accepted.