Full job description

Service Delivery Manager

Newport – hybrid

Permanent | £62,000 + Benefits

The Opportunity

Reed Technology is partnering with a leading organisation to recruit an experienced Service Delivery Manager. This is an exciting opportunity to take ownership of a portfolio of critical IT services delivered through a strategic partner and supplier network.

Working within a SIAM environment, you will act as the service integrator, ensuring suppliers consistently deliver against agreed service levels, KPIs and contractual commitments while driving continuous service improvement across the business.

This role combines both technical and stakeholder-facing responsibilities and would suit someone who can translate complex technical performance into meaningful business outcomes.

Key Responsibilities

• Own the end-to-end delivery and performance of assigned IT services and products.
• Manage and monitor supplier performance against SLAs, KPIs and contractual obligations.
• Lead service review meetings and hold partners accountable for service delivery standards.
• Drive continual service improvement initiatives, developing short, medium and long-term improvement plans.
• Work closely with Incident, Problem and Change Management teams to identify root causes and reduce repeat issues.
• Maintain and enhance the Service Catalogue, ensuring services are clearly defined and understood across the business.
• Ensure compliance with security, legal and regulatory requirements, including NIS Regulations and Cyber Assessment Framework (CAF) standards.
• Collaborate with Cyber Security teams to monitor remediation activities and vulnerability management.
• Produce and present service reporting, dashboards and performance insights to key stakeholders.

Essential Skills & Experience

• Proven experience as a Service Delivery Manager within a complex organisation
• Strong experience managing outsourced, multi-supplier services within a SIAM model.
• Excellent knowledge of ITIL 4 practices, including Service Level Management, Supplier Management, Incident, Problem and Change Management.
• Strong understanding of modern IT environments including:
  • Microsoft Azure and hybrid cloud technologies
  • SaaS platforms
  • On-premise infrastructure and data centres
  • End-user computing and mobile technologies
• Experience supporting enterprise applications such as SAP and GIS.
• Commercial awareness with experience managing service agreements, performance mechanisms and contract changes.
• Demonstrated experience transitioning new and changed services into live operation.
• Strong analytical skills, with experience producing service reports and dashboards using tools such as Power BI.
• Experience working with enterprise ITSM platforms such as ServiceNow.
• Outstanding communication and stakeholder management skills, with the ability to influence at all levels.

Full job description

Contract: 6 month fixed-term

Location: London - Hybrid

Office attendance: Mondays and Thursdays in London, plus one day per month in Chelmsford, Essex

About the Role

Eurobase is looking for an experienced Service Delivery Manager to take ownership of service delivery for a key client using our Synergy2 enterprise (re)insurance platform.

This is a highly client facing role where you’ll act as the primary service contact, building strong relationships, managing expectations and ensuring service commitments are met. You’ll work closely with internal technical teams and third party providers, coordinating resources, managing escalations and driving service improvements.

This isn’t a people management role, but you’ll need to allocate resources, challenge where necessary and work independently to ensure the best outcomes for the customer.

Key Responsibilities

• Act as the primary point of contact for the client, managing relationships, daily communications and regular service meetings.
• Use ServiceNow to manage ticket allocation, track progress, monitor SLAs and KPIs, and maintain accurate service records.
• Own service reporting, analysing ticket volumes, backlogs, ageing issues, incidents and performance trends to identify risks and improvement opportunities.
• Coordinate resources across internal teams and third-party providers, ensuring priorities are understood and actions are followed through.
• Manage escalations, resolve complex or ageing issues and communicate risks and recovery plans clearly.
• Lead service reviews, providing performance updates, challenging where necessary and agreeing actions with stakeholders.
• Develop service improvement plans and monitor progress to ensure consistent, high-quality service delivery.
• Maintain awareness of client contracts, service commitments, commercial considerations and changing business priorities.

About You

We’re looking for a proactive, resourceful and emotionally intelligent professional who takes ownership, solves problems and genuinely cares about delivering an excellent service.

You’ll ideally have:

• Experience in service delivery management (SDM), customer success or service management within a B2B SaaS or enterprise software environment.
• Intermediate to advanced ServiceNow skills, including ticket management, service governance and reporting.
• Extensive experience producing and analysing service performance reports, SLAs, KPIs and operational data.
• Strong client facing and relationship management skills, with the confidence to challenge, manage expectations and handle difficult conversations.
• Experience coordinating technical teams, allocating resources and managing escalations without direct line management responsibility.
• Excellent communication, organisation, prioritisation and problem-solving skills, with the ability to work independently in a dynamic environment.

Why Join Eurobase?

Eurobase is an established technology business with over 35 years of experience, delivering specialist software solutions to clients across international markets.

You’ll have the opportunity to make a genuine impact on a key client relationship, improve service delivery and work closely with experienced colleagues, with support from the wider team.

• If you’re passionate about client service, operational excellence and making a real difference, we’d love to hear from you.