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.