Service Delivery Manager

1 day ago

Bournemouth, Bournemouth, United Kingdom Intelligent People Full time

Service Delivery Manager | £350-400/day (Outside IR35) | Tech4Good | Home-Based with Travel

An experienced Service Delivery Manager with strong ITIL expertise is needed by a PE-backed Tech4Good to develop a suite of IT Service Level Agreements based on existing commercial customer contracts. The successful candidate will translate contractual obligations into operational SLAs suitable for IT service delivery teams, ensuring alignment with ITIL v3 or v4 best practice.

Rate:
£ per day, 6-week duration

Home Based:
Southeast England (may need to be able to travel to offices in South of England & East Anglia)

Sponsorship:
Not Available

Candidates must be able to start immediately.

As Service Delivery Manager, you will:

  • Design, write and implement IT Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and underpinning service metrics.
  • Work with service delivery, legal, commercial and technical teams to ensure SLAs are clear, enforceable, and aligned with ITIL v3/v4 service design principles.
  • Produce supporting documentation such as service definitions, service descriptions, RACI matrices and service performance schedules.
  • Support onboarding of SLAs into IT service management processes and tooling (e.g. ServiceNow, Jira Service Management, HaloITSM).

The Service Delivery Manager will need:

  • Proven track record of writing customer-facing SLAs and service schedules, as well as working with commercial contracts and extracting service obligations.
  • Strong working knowledge of ITIL v3 Service Design or ITIL v4 Service Level Management.
  • Experience developing SLAs in managed services, SaaS or IT service provider environments, preferably in telecoms, public sector and/or regulated industries.
  • Strong stakeholder management, including ability to challenge and clarify requirements.

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