IT Service Delivery Specialist

• Develop and maintain Service Level Agreements (SLAs)
• Understand customer requirements and translate them into effective service processes
• Coordinate technical teams and suppliers to ensure agreed service levels are achieved
• Monitor service performance and analyse SLA/contract performance
• Lead regular customer service reviews and produce performance reports
• Identify opportunities for continual service improvement
• Support ITIL-based service management initiatives
• Manage communication around major incidents and support recovery activities
• Support contract renewals and commercial discussions with suppliers
• Manage supplier relationships and performance
• Work with UK and European stakeholders across service delivery, technical and commercial functions
• Support project activity and service improvements where required

Technologies:

• Hardware
• Support
• ITIL
• Windows

• At least 4 years experience in IT Managed Services, Service Delivery or Service Management
• 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
• Comfortable working with both technical and non-technical stakeholders
• Confident taking ownership of issues through to resolution

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.