About this role
Salary: £34,000 - 37,000 per year
Requirements: At least 4 years experience in IT Managed Services, Service Delivery or Service ManagementExperience creating, negotiating and managing SLAsStrong customer governance and service review experienceExperience managing suppliers and third-party relationshipsKnowledge of ITIL principles and service management practicesExperience of project management methodologiesGood commercial awareness, including service costing and contract discussionsA good understanding of hardware, software and Windows environmentsStrong communication and stakeholder management skillsExcellent attention to detail and the ability to manage multiple prioritiesComfortable working with both technical and non-technical stakeholdersConfident taking ownership of issues through to resolution Responsibilities: Develop and maintain Service Level Agreements (SLAs)Understand customer requirements and translate them into effective service processesCoordinate technical teams and suppliers to ensure agreed service levels are achievedMonitor service performance and analyse SLA/contract performanceLead regular customer service reviews and produce performance reportsIdentify opportunities for continual service improvementSupport ITIL-based service management initiativesManage communication around major incidents and support recovery activitiesSupport contract renewals and commercial discussions with suppliersManage supplier relationships and performanceWork with UK and European stakeholders across service delivery, technical and commercial functionsSupport project activity and service improvements where required Technologies: HardwareSupportITILWindows More:
We are seeking an experienced Service Delivery Professional to join our Managed Service Team in Cardiff, supporting the delivery of services across our range of products. This is a customer-facing, permanent full-time role offering a salary of £34,000 to £37,000 per year. The position involves working with stakeholders across the UK and Europe and may require some travel and occasional out-of-hours work for testing or service activities. We also offer a range of benefits including company pension, 4x life assurance, private medical and dental cover, and an Employee Assistance Programme.
last updated 39 week of 2026