IT Service management SDM

*SC CLEARED*

IT Service management SDM

6 Month contract initially + Extensions

Based: Onsite in Leiston, Suffolk

Rate: £Market rates p/d (Flexible) - (via Umbrella company)

We have a great opportunity with a world leading organisation where you will be provided with all of the support and development to succeed. A progressive organisation where you can really make a difference. We have a great opportunity for an IT Service management SDM to join the team.

Key Responsibilities

• Service Delivery Management
• * Own the delivery of IT managed services across all assigned service towers.
• * Ensure compliance with SLAs, KPIs, OLAs, contractual obligations, and operational targets.
• * Monitor service performance and drive proactive measures to improve service quality.
• * Lead service review meetings and present operational performance to customer stakeholders.
• * Ensure service continuity, availability, and operational stability.

Customer & Stakeholder Management

• * Act as the primary customer-facing representative for service delivery.
• * Build strong relationships with business, technical, and executive stakeholders.
• * Manage customer expectations through regular engagement and communication.
• * Provide regular service reports, performance updates, and improvement recommendations.

Governance & Service Management

• * Chair weekly, monthly, and quarterly service governance meetings.
• * Drive ITIL-aligned Incident, Problem, Change, Request, and Knowledge Management processes.
• * Ensure service risks, issues, and dependencies are actively managed through RAID governance.
• * Track contractual commitments and oversee service compliance activities.

Continual Service Improvement

• * Identify opportunities to improve efficiency, automation, customer experience, and service quality.
• * Develop and maintain Continual Service Improvement (CSI) plans.
• * Monitor trends and implement actions to reduce recurring incidents and improve user satisfaction.
• * Support service transformation and modernization initiatives.

Supplier & Vendor Management

• * Coordinate and govern third-party suppliers and support partners.
• * Ensure supplier performance meets agreed service levels.
• * Manage escalations involving external vendors and service providers.
• * Support SIAM and multi-vendor operating environments where applicable.

Financial & Commercial Management

• * Support budgeting, forecasting, service reviews, and cost management activities.
• * Monitor service consumption and identify cost optimization opportunities.
• * Contribute to contract renewals, renewals planning, and commercial discussions.
• * Ensure effective management of service credits, risks, and contractual obligations.

Service Transition & Projects

• * Support onboarding of new services and transition into BAU operations.
• * Participate in project governance to ensure operational readiness.
• * Review solution designs, support models, and acceptance criteria before service handover.
• * Ensure knowledge transfer and documentation are completed before service acceptance.

People Leadership

• * Provide leadership and direction to service management and operational teams.
• * Foster a customer-focused and high-performance culture.
• * Support resource planning, capability development, and team engagement activities.
• * Coach and mentor team members where appropriate.

Key Skills & Experience:

• * Proven experience as a Service Delivery Manager within a Managed Services environment.
• * Strong understanding of ITIL service management practices including Incident, Problem, Change, and Service Level Management.
• * Experience managing enterprise services across M365, Azure, End User Computing, Service Desk, Network, Security, or Cloud environments.
• * Excellent stakeholder management, communication, and customer engagement skills.
• * Experience managing suppliers and working within SIAM or multi-vendor environments.
• * Strong analytical, reporting, governance, and service improvement capabilities.
• * Experience delivering services against SLAs, KPIs, and contractual commitments and optimisation of the ITSM ServiceNow toolset, working with vendors to maximise its value.

Desirable skills/knowledge/experience:

• * ITIL Foundation or ITIL Managing Professional certification.
• * Experience with ServiceNow ITSM platforms.
• * Knowledge of Microsoft Azure, Microsoft 365, Intune, and modern workplace technologies.
• * Experience supporting service transitions and digital transformation programmes.
• * Prince2, Agile, Scrum, or project management certification.

This is an excellent opportunity on a great project of work, If you are looking for your next exciting opportunity, apply now for your CV to reach me directly, we will respond as soon as possible.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take a minimum 10 weeks. LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance.

An award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over multiple years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.

Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.