Service Delivery Manager

Location: Flexible (Agile working)
Job Type: Full-time, Permanent
Ref: 1457

Telent are looking for x2 Service Delivery Manager(s) to join the Network Services Contracts team - x1 Service Delivery Manager designated to Maritime CA / Blue Light contracts, and x1 Service Delivery Manager designated to Enterprise / Government contracts. This Agile / Hybrid working role that involves working from home and travelling to either one of our Telent offices (Chorley, Warwick, or Camberley) at least 1-2 days per month for collaborative working, and attending occasional customer site visits if or when required - Flexibility and a full UK driving license is required.

At Telent, you'll be part of something bigger-keeping critical networks connected and protected in a 24/7 world. Join us to help deliver smoother, smarter operations across the nation.

Service Delivery Manager - What you'll do:

• Manage incident and service escalations, ensuring SLA and KPI adherence
• Conduct daily reviews of closed incidents and root cause analysis of SLA failures
• Maintain accurate, up-to-date service documentation
• Create and deliver customer SLA performance reports
• Identify and implement service improvement initiatives with internal teams and clients
• Oversee stock levels to meet contract requirements
• Support planned maintenance schedules and track delay impacts
• Own chargeable incidents outside of contract and ensure demand planning is in place
• Attend customer performance meetings and manage key customer relationships
• Manage delivery through internal and 3rd party teams to meet contractual obligations
• Monitor commercial risks, ensuring budget, profitability, and cash flow targets are met
• Identify and help deliver opportunities for contract variations or additional orders
• Ensure QEHS compliance and safe working practices

Service Delivery Manager - Who you are:

With a background in operations and service coordination / service delivery, you will naturally be proactive, organized, and solutions-oriented, with a proven ability to manage multiple tasks within contracts and priorities effectively. You will bring a customer-focused approach, leveraging excellent communication and relationship management skills to ensure client satisfaction while maintaining high service standards. Possession of financial awareness, contract management skills, and ITIL process understanding, combined with an adept understanding of service-level agreements (SLAs) and KPIs, will enable you to drive continuous improvement initiatives and deliver a high-quality service, whilst saving costs for our customers and maximising on our solutions offering. You will be collaborating with both internal teams and third-party vendors, ensuring the smooth delivery of our services while adhering to budgets and profitability targets.

Service Delivery Manager - Key Requirements:

• Ideally possess ITIL Foundation, IOSH, and Prince2
• Eligible for SC Clearance
• Experience in Service Coordination / Service Delivery or Operations Delivery
• Strong customer relationship and communication skills
• Financial awareness and contract management knowledge
• Confident in using Microsoft Office, particularly MS Excel and MS Word
• Proactive, organised, and solutions-oriented
• Able to manage multiple contracts and priorities
• Familiarity with Remedy ITSM and document management systems (ongoing training provided)

What we offer:

• 26 days annual leave, and public holidays
• Company pension scheme
• FlexBens platform
• Family-friendly policies and occupational health support
• Access to wellbeing portal and discounts through Telent Reward Scheme
• Opportunities for career growth across diverse roles and technologies

Telent Core Values:

• Be Inclusive
• Take Responsibility
• Collaborate
• Be Customer-focused