A major public sector organisation operates a multi-customer IT run environment that delivers application and infrastructure services to internal and external users. This Service Delivery Manager role exists to govern ITSM processes and ensure service quality through SLA and KPI monitoring, using ServiceNow as the primary tool for incident, change and request tracking.
The mission
The programme covers end-to-end run operations for a portfolio of services, including incident, problem, change and release processes, a defined service catalogue and monthly client reporting. The technical landscape is operations-led, with ServiceNow as the source of record, dashboards for SLA and KPI monitoring, and coordinated activity across run, plan and delivery teams. Ensuring continuity and measurable performance for hundreds to thousands of users is the main objective.
On a day-to-day basis you will act as the single point of contact for service governance, chair SLA/OLA/UPC review cycles and present clear, auditable monthly reports to internal and client stakeholders. You will coordinate cross-team operational activities in ServiceNow, qualify and prioritise new customer requirements, maintain the service catalogue and drive incremental process improvements.
Your responsibilities
- Own and report on service performance, delivering monthly dashboards and clear analyses of SLA and KPI trends.
- Coordinate run operations across incident, problem, change and request teams to ensure timely resolution and operational coherence.
- Lead governance rituals, including SLA/OLA/UPC reviews, client committees and operational action plans.
- Act as the SPOC between customers, service managers and delivery teams, communicating commitments, priorities and decisions.
- Identify optimisation opportunities and drive continuous improvement initiatives that reduce incidents and improve service levels.
- Maintain and evolve the service catalogue and contribute to budget and procurement inputs for run-related contracts.
Your profile
Essential skills
- Demonstrated expertise in IT service management (ITSM) and governance of SLA/OLA/UPC, able to translate metrics into operational decisions.
- Practical experience using ServiceNow for incident, change and request lifecycle management and reporting.
- Strong capability in monitoring SLA and KPI dashboards, producing reliable operational reports and trend analysis.
- Effective stakeholder management, able to chair governance meetings and align technical teams with customer expectations.
- Comfortable driving continuous improvement activities and working across operational and planning teams to qualify new service requirements.