IT Service Delivery Specialist

Cardiff, UK | Permanent | Full-time | £34,000-£37,000 per year

Our client is looking for an experienced Service Delivery Professional to join its Managed Service Team, supporting the delivery of services around its range of products.

This is a customer-facing role focused on service delivery, supplier management, SLA performance and continual improvement, working with stakeholders across the UK and Europe.

The Role

The successful candidate will be responsible for creating, negotiating, implementing, monitoring and improving Service Level Agreements (SLAs), as well as helping to ensure customer requirements are reflected within service and supplier contracts.

You will work closely with customers, suppliers and internal technical teams to ensure services are delivered effectively and continuously improved.

Key responsibilities include:

Developing and maintaining Service Level Agreements (SLAs)

Understanding customer requirements and translating these into effective service processes

Coordinating technical teams and suppliers to ensure agreed service levels are achieved

Monitoring service performance and analysing SLA/contract performance

Leading regular customer service reviews and producing performance reports

Identifying opportunities for continual service improvement

Supporting ITIL-based service management initiatives

Managing communication around major incidents and supporting recovery activities

Supporting contract renewals and commercial discussions with suppliers

Managing supplier relationships and performance

Working with UK and European stakeholders across service delivery, technical and commercial functions

Supporting project activity and service improvements where required

About You

We're looking for someone with a strong background in IT Service Delivery, Managed Services or Service Management, with experience working directly with customers and suppliers.

You should have:

At least 4 years' experience in IT Managed Services / Service Delivery

Experience creating, negotiating and managing SLAs

Strong customer governance and service review experience

Experience managing suppliers and third-party relationships

Knowledge of ITIL principles and service management practices

Experience of project management methodologies

Good commercial awareness, including service costing and contract discussions

A good understanding of hardware, software and Windows environments

Strong communication and stakeholder management skills

Excellent attention to detail and the ability to manage multiple priorities

You will need to be comfortable working with both technical and non-technical stakeholders and be confident taking ownership of issues through to resolution.

Additional Information

Based in Cardiff

38.75 hours per week

ASAP start

Some travel may be required

Occasional out-of-hours work may be required for testing or service activities

Benefits

Our client offers a range of benefits including:

Company pension

4x life assurance

Private medical and dental cover

Employee Assistance Programme

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