About this role
About The Role FDM is a global business and technology consultancy seeking experienced Service Delivery Managers to support a global consultancy engagement delivering critical services across the service portfolio of a large Public Sector end client. These roles sit within complex, business-critical environments and are responsible for ensuring the effective delivery, governance, performance, and continual improvement of live services across multiple suppliers and delivery teams.
The successful candidates will take ownership of service performance, stakeholder relationships, operational governance, and service improvement initiatives. You will work closely with client stakeholders, technical teams, service providers, and programme delivery functions to ensure services are delivered in line with agreed outcomes, contractual obligations, and organisational objectives.
This role is suited to experienced professionals who are confident operating within complex multi-supplier ecosystems and who can effectively balance operational excellence, stakeholder management, service governance, and continuous improvement to drive high-quality business outcomes.
*All candidates must be eligible and willing to go through SC security clearance*
Responsibilities
Owning the end-to-end delivery and performance of live services across a portfolio of business-critical applications, platforms, and technologiesActing as the primary point of contact for service-related matters, building strong relationships with client stakeholders, suppliers, and internal delivery teamsMonitoring and managing service performance against agreed SLAs, KPIs, OLAs, and contractual commitments, ensuring service obligations are met or exceededLeading regular service reviews and governance forums, providing insights, recommendations, and performance reporting to senior stakeholdersManaging supplier performance across multiple third-party providers, ensuring effective accountability, collaboration, and issue resolutionDriving service improvement initiatives through analysis of service metrics, customer feedback, trends, risks, and operational performance dataOverseeing incident, problem, change, and request management processes to ensure service stability, responsiveness, and continuous improvementManaging service-related risks, issues, dependencies, and escalations, ensuring proactive mitigation and timely resolutionCollaborating with project, programme, and transition teams to ensure new and changed services are successfully integrated into live operationsSupporting operational governance activities, including service reporting, audit responses, compliance reviews, and continuous service improvement planningEnsuring service documentation, operational procedures, support models, and knowledge management artefacts remain accurate and up to dateLeading stakeholder communications relating to service performance, major incidents, service changes, and improvement activitiesPromoting a culture of service excellence, customer focus, and operational accountability across all service delivery teams About You Proven experience in Service Delivery Management or IT Service Management roles within large and complex organisationsStrong knowledge of ITIL service management principles and best practices, including Incident, Problem, Change, Request, and Service Level ManagementDemonstrated experience managing services within complex multi-supplier or outsourced environmentsExperience owning and reporting against service performance measures including SLAs, KPIs, OLAs, and customer satisfaction metricsStrong stakeholder management skills with the ability to engage, influence, and build credibility with senior business and technical stakeholdersExperience leading service governance forums, operational reviews, and performance reporting activitiesProven ability to manage multiple priorities, risks, issues, and escalations in a structured and proactive mannerExcellent analytical and problem-solving capabilities with a focus on service quality and continual improvementStrong communication, presentation, and relationship management skillsA highly organised, customer-focused, and delivery-oriented approach Nice to Have
Experience working within a consultancy, systems integrator, or managed services environmentExperience delivering services within Public Sector, Government, or other highly regulated environmentsITIL Foundation, Practitioner, Managing Professional, or equivalent service management qualificationsExperience managing cloud-based, digital transformation, or large-scale enterprise technology servicesExposure to SIAM, supplier management frameworks, or cross-functional service integration modelsKnowledge of operational resilience, service continuity, and business continuity planning About Us FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience. We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2500 employees. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer, currently listed on the FTSE4Good Index and as a 2026 Financial Times UK ‘Best Employer’.
Diversity and Inclusion
FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.
Why join us
Career coaching, mentoring and access to upskilling throughout your entire FDM careerAssignments with global companies and opportunities to work abroadOpportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your fieldAnnual leave and work-place pension