Senior Service Delivery Manager

Senior Service Delivery Manager

Managed Network Services We’re seeking a Senior Service Delivery Manager to lead the end‑to‑end delivery of Managed Network Services, including the establishment and ongoing governance of a Network Operations Centre.

This role is accountable for service performance, contractual compliance, and operational excellence, acting as the primary interface between customers, internal teams, and third‑party suppliers within a managed services or SIAM environment.

Key Responsibilities

• Own service performance against SLAs, KPIs, OLAs, and contractual obligations
• Lead service reviews, executive governance forums, and continual service improvement
• Design, stand up, and optimise a Network Operations Centre (greenfield or transformation)
• Implement ITIL‑aligned Incident, Problem, Change, and Major Incident processes
• Manage multi‑supplier performance and cross‑tower coordination
• Act as senior escalation point for major incidents and operational risks
• Oversee service reporting, audit readiness, and regulatory compliance
• Manage service variations, transitions, and stakeholder engagement

About You

• 10+ years’ experience in Managed Network Services or Telecommunications
• Proven experience standing up or transforming a Network Operations Centre
• Strong ITIL v3/v4 knowledge and service governance experience
• Experience in mission‑critical or regulated environments
• Track record operating in multi‑supplier or SIAM models
• Solid understanding of enterprise network technologies (WAN, LAN, SD‑WAN, MPLS, firewalls)
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, or BMC

Highly regarded: ITIL certification, project management credentials, observability platforms (e.g. Splunk, Dynatrace), and experience in aviation, government, defence, or utilities.

APPLY NOW - for more information contact ***email_hidden***

Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.