IT Service Delivery Specialist

Salary: £34,000 - 37,000 per year

Requirements:

• 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

Responsibilities:

• 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

More:

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.

last updated 39 week of 2026