Service Delivery Manager (Managed Services)
SKILLS
FULL DESCRIPTION
[Employer hidden — view at passion-project.co.uk] Consulting are Cyber Security and Information Assurance experts. We specialise in providing leading edge consultancy to high-threat clients, as well as delivering a range of security services and products throughout the Private and Public Sector.
Due to a rapid increase in clients within our Managed Services Team, we have a requirement for a Service Delivery Manager to join our growing team. The ideal candidate will have current or recent experience managing key relationships within a managed service environment and delivering complex projects.
Location: Bristol (BS32). Flexible working and opportunity to work from home may be available.
Salary: Negotiable, plus up to 10% performance bonus*, plus excellent benefits package.
Travel Required: Travel expected to [Employer hidden]’s offices in Bristol
Category: Managed Services
Clearance: UK – SC
Role Status: Open / Accepting Applications
The Role
The successful candidate will join our Secure Managed Services Team, as a Service Delivery Manager. Establishing and maintaining relationships with key stakeholders, for multiple clients & within [Employer hidden].
Key Reponsibilities
- Supporting the Director of Managed Services in ensuring [Employer hidden] meets their contractual Service Level Agreement obligations.
- Current Managed Service customers have differing needs of the managed service ecosystem. The Service Delivery Manager will facilitate the evaluation of customer change requests that fit outside of the defined service catalogue and support the change request life cycle through to customer delivery.
- Own the service review process, representing the managed service operational offering and support the Service Management demand management process, understanding, predicting, and influencing customer needs for managed services. Share performance insights, SLA compliance, incident analysis, and optimisations.
- Monitor and report on service KPIs, SLAs, OLAs, and customer‑specific performance indicators, proactively addressing risks and trends
- Drive continual service improvement initiatives (CSI), ensuring all improvement actions are prioritised, costed, and delivered against agreed timelines.
- Act as the primary point of escalation for customers, ensuring timely, high‑quality responses and effective resolution of service issues
- Input into the roadmap for [Employer hidden]’s Managed Services portfolio, providing customer insights and identifying capability gaps or emerging needs.
- You will collaborate with multi-disciplinary teams, adapting to various roles within client projects. This is an excellent opportunity to broaden your expertise or specialise further, with [Employer hidden]’s support for your professional growth.
Employment is subject to satisfactory BPSS and SC security clearance which requires 5 years continuous UK address history at the point of application. Travel to [Employer hidden] offices will be required.
What We’re Looking For
*Essential*
- Experience in leading a service-oriented delivery management capability.
- Proven people mgmt. skills, creating and supporting a culture that breeds a high performing team and a collaborative approach to achieving desired outcomes.
- Proven experience in the design, execution, and optimisation of service delivery processes.
- Experience working in a secure technical environment.
- Service delivery management within an ITIL Environment
- Strong customer focus and customer service attitude.
- Strong personal organisational skills.
*Desirable*
- Previous experience in a consultancy role.
- Experience working in a DevOps environment
Why Join [Employer hidden]
- Work on impactful projects that drive efficiency and innovation across diverse sectors.
- Access professional development pathways tailored to your career ambitions.
- Enjoy flexible working arrangements and a competitive benefits package.
What the Team Say
> *“At [Employer hidden], I love being part of a team that thrives on exciting, fast-paced projects in complex environments. We focus on delivering real value rather than getting bogged down by unnecessary processes. The collaborative culture encourages initiative and empowers me to make impactful decisions, with support always available when I need it. I also feel supported in my project work and career development, with plenty of opportunities to enhance my skills and take on new challenges. [Employer hidden]’s investment in its people ensures I have both the tools and encouragement to achieve my goals.*
> *As someone with a challenging home life, including children with additional needs, the hybrid working model has been invaluable. [Employer hidden] treats me as a professional, trusting me to manage my work, projects, and outputs while balancing my family commitments. The flexibility to adapt my schedule for school runs and care needs, combined with a supportive team and rewarding work, makes this a truly unique place to grow and succeed.”*
Other Information
[Employer hidden] is committed to investing in people, offering clear progression pathway into our consultancy service, and we will passionately support professional growth to develop our employees.
Flexible working is available including part-time / term time working patterns. All suggestions are welcomed to be discussed as part of a proposed employment package.
[Employer hidden] is dedicated to fostering an inclusive workplace. Our commitment is to ensure equal opportunities for all in both employment and career advancement. We base our decisions on individual merit, qualifications and suitability for the role, without regard to gender, age, marital or civil partnership status, sexual orientation, ethnicity, disability, race, religion or national background.
*Bonus payments are discretionary and awarded upon successful completion of probation.