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:

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• Own the delivery of managed services, ensuring agreed SLAs, KPIs and customer expectations are met.
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• Act as a key point of contact for customers, leading service reviews and managing escalations.
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• Build strong relationships with stakeholders across customer and internal teams.
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• Identify and deliver service improvements to enhance quality and customer satisfaction.
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• Support service transitions and ensure smooth delivery into BAU operations.
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• Manage suppliers and third-party providers, addressing performance issues where required.
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• Monitor service performance, financials, forecasting and reporting.
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• Support renewals, service enhancements and change requests.
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• Mentor and support Service Delivery Managers.
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Skills & Experience:

Essential:

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• Active SC Clearance.
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• Experience working within an IT Service Provider or Managed Services environment.
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• Strong background in Service Delivery Management and customer relationship management.
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• Experience managing SLAs, service reviews and operational reporting.
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• Good understanding of ITIL principles and service management processes.
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• Experience with service transition, continual improvement and supplier management.
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• Commercial awareness, including forecasting, invoicing and service profitability.
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• Strong communication, organisation and stakeholder management skills.
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• Understanding of cloud environments such as Microsoft Azure or AWS.
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Desirable:

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• ITIL certification.
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• Project Management experience or qualification.
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• Experience working with Government, Defence or other secure environments.
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• Experience managing offshore teams.
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Benefits

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• Salary up to £85,000
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• Remote working with customer travel.
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• 25 days holiday + bank holidays
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• Private healthcare.
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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.