Customer Service Delivery Manager IT Managed Services Cardiff We re looking for an experienced Service Delivery Manager to take ownership of customer-facing IT managed services. This is a senior, visible role where you ll sit between customers and technical teams, making sure services run smoothly, issues are handled properly, and relationships stay strong. If you enjoy being the calm, trusted point of contact when things get busy, this one will make sense. What you ll be doing Acting as the main point of contact for a portfolio of managed service customers Owning contracts and SLAs, including reviews, reporting, and improvement plans Leading major incident management, coordinating technical teams and keeping customers informed Working closely with senior customer stakeholders, translating service performance into plain English Managing third-party suppliers to ensure service quality and accountability Using data to spot trends, risks, and opportunities to improve service delivery Driving service improvements in line with ITIL and ITSM best practice Overseeing change, onboarding, and transitions into live service Acting as escalation lead during service hours and ensuring cover when required Contributing to governance, service reviews, and continual improvement initiatives Coaching and developing less experienced Service Delivery Managers where required What we re looking for Ideally some previous experience within IT Managed Services Strong workin