Service Delivery Manager
This is an exciting opportunity to join the best boutique cloud consultancy in the UK, headquartered in Bridgend South Wales. Working on cutting edge projects across private and public sector clients.
We’re looking for a Service Delivery Manager to play a key role in shaping how we deliver managed services to our customers. You’ll work closely with clients and our internal teams to make sure they’re getting real value from our services.
You’ll be the go-to person for customers, keeping communication clear and proactive, and making sure our delivery teams have what they need to succeed.
This isn’t a box-ticking or governance role, you’ll be hands-on across projects and live services, helping design, transition, and run them smoothly. It’s about finding the right balance between people, process, and performance to drive great customer experiences, efficient operations, and solid business outcomes.
- Acting as the primary service management contact for multiple customers, working alongside our Technical Account Managers and Agile Delivery Managers.
- Building strong relationships with customers and internal delivery teams, fostering a supportive, collaborative environment.
- Supporting service transition from project delivery into live operations, ensuring new services are properly designed, documented, and supported.
- Designing and aligning service models to contract requirements and continuously improving how we deliver managed services.
- Monitoring and managing service metrics and SLAs, visualising data and presenting insights clearly to customers.
- Chairing service review meetings and creating service improvement plans where needed.
- Keeping a close eye on service costs vs. revenues to help us stay commercially healthy while still delivering excellent service.
- Learning and adapting to customer toolsets (Jira, ClickUp, Azure DevOps, Confluence, etc.) to manage workloads, improvements, and reporting.
- Contributing to the ongoing development of our service desk tools and internal processes.
- Occasionally travelling to customer sites when face-to-face delivery is required.
What we’re looking for:
Essential experience
- Strong people skills, a natural team player who can bring others together and lead by influence.
- Excellent customer relationship management and communication skills, including confident presentation abilities.
- Demonstrated experience in service management across multiple customers and/or multi-disciplinary teams.
- Knowledge of service transition and service design, including how projects move into BAU.
- Ability to understand, present, and act on service metrics.
- Commercial awareness — able to balance service excellence with cost control.
- Flexible, pragmatic, and able to learn new tools and processes quickly.
Desirable experience
- Experience managing operational teams.
- Experience/Knowledge of ITIL best practice and/or ITIL certification.
- Experience developing different processes, playbooks, or documentation.
- Background in cloud, digital transformation, or technology consulting (beneficial but not essential).
- Experience juggling project delivery and ongoing service management.
- Department
- Cloud Operations
- Role
- Service Delivery Manager
- Locations
- Bridgend
- Remote status
- Hybrid
- Yearly salary
- 40,000
- Employment type
- Full-time
Bridgend
Rewarding our people
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Benefits
- Entry into bonus scheme.
- Clear development plan through our Udemy Learning Platform.
- Medicash - personal healthcare plan.
- Employee Assistance Programme.
- 25 days holidays per annum plus bank holidays.
- Entry into workplace pension scheme.
- Availability of cycle to work scheme.
- Choice of MacBook or Windows laptop.
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Learning and Development
Mobilise understand that we operate in an ever-changing environment and as such we are committed to learning and development for all of our colleagues and provide support for continuous development from a technical, professional and soft skills perspective. -
Ways of working
Mobilise operates a hybrid model of working, with 2 days in one of our offices and 3 days WFH. This allows for effective learning from peers, drives our culture and socialising with colleagues.
Throughout 2023 we have ensured that there are regular opportunities to socialise, including our bi-annual company-wide get togethers in January and July.
Working with leading technology platform providers
At Mobilise we work with leading public cloud providers and platforms.
About Mobilise Cloud
Join Mobilise, born in the cloud in 2014, and become a part of our outcome-driven, quality-focused organisation. Whether you’re a seasoned professional or just starting your career, join Mobilise to deliver major technology transformations as part of major programmes of work, rapidly gain real experience and continually develop your career.
The possibilities for a career in cloud technology are endless, and the flexibility of hybrid working, competitive salary and job security should be significant draws for anyone looking for a career change. Join us at Mobilise and discover a new and dynamic career path with no-end of opportunities for fulfilment and progression.
Some of our most notable clients include the DVLA, Arvato Bertelsmann, MoJ, CPS, OfS, GPA, Admiral, FAW, Hodge Bank, South London and Maudsley NHS Trust.