Service Delivery Manager

The Service Delivery Manager will be responsible for ensuring that services are delivered to agreed contractual, operational and quality standards, while maintaining strong customer relationships and driving service improvement.

The role does not require deep PKI expertise, but it does require strong service management experience, commercial awareness, stakeholder management skills and the ability to operate effectively in secure, complex or highly governed environments. successful candidate will play a key role in ensuring that customers receive a professional, responsive and well-governed service that meets operational expectations and supports long-term customer confidence.

Qualifications and Certifications

Mandatory

• ITIL Foundation v4 or v5 Foundation

• Security Clearance: SC (essential), DV (preferred).

Desirable

• ITIL Practitioner, Managing Professional or equivalent IT service management certification.

• Service management, leadership or management qualifications.

Competencies The successful candidate should demonstrate:

• Strong customer focus and commitment to service quality.

• Excellent stakeholder management and relationship-building skills.

• Ability to manage service performance, risks, issues and improvement activity.

• Strong leadership, coordination and team management capability.

• Clear written and verbal communication.

• Commercial awareness and confidence managing scope, expectation and contractual boundaries.

• Structured thinking and strong attention to detail.

• Ability to work under pressure and manage competing priorities.

• Proactive ownership of actions, escalations and outcomes.

• Professional judgement when dealing with customers, suppliers and internal stakeholders.