Service Delivery Manager Public Sector NI

Service Delivery Manager

Location: Belfast Hybrid (on site at client offices)

As the Service Delivery Manager you will lead end to end IT service delivery for a public sector account in Northern Ireland ensuring services meet contractual SLAs statutory obligations and ITIL best practice. Youll be accountable for service performance financial stewardship risk and compliance supplier governance and continual improvementdelivering stable secure and value for money outcomes for citizens and civil servants. Location

Key Responsibilities

Service Governance & Performance

• Own the Service Level Management framework; define monitor and report on SLAs across Incident Request Problem Change Release and Knowledge processes.
• Chair monthly and quarterly Service Reviews with the client; present KPIs trend analysis risk positions audit findings and improvement plans.
• Maintain the Service Catalogue and underpinning contracts (UCs); ensure service definitions hours and constraints are accurate and auditable.

Operational Excellence (ITIL Practices)

• Incident & Major Incident Management: Lead the bridge coordinate resolvers ensure business comms and drive postincident reviews with clear corrective actions.
• Problem Management: Identify systemic issues run RCAs maintain known-error records and track corrective actions to closure.
• Change Enablement: Safeguard production stability while enabling timely delivery of releases and security patches.
• Availability & Capacity: Own service capacity plans resilience testing and availability reporting; preempt performance risks.
• Configuration Management: Ensure the CMDB is accurate reconciled and auditready; promote asset lifecycle discipline.

Public Sector Compliance & Assurance

• Ensure alignment with relevant government standards (e.g. information security policies accessibility records retention) and support internal/external audits.
• Champion data protection by design (privacy impact considerations) and enforce secure change and leastprivilege access models.
• Manage disaster recovery (DR) plans runbooks and business continuity testing; track lessons learned to completion.

Financial & Commercial Management

• Manage service budgets billing and forecasting; reconcile consumption vs. contract and drive cost optimization.
• Track service credits earnback mechanisms and contract change notes; ensure accurate timely reporting and invoicing.

Stakeholder & Supplier Management

• Be the single point of accountability for senior public sector stakeholders
• Govern third parties via SLAs and Underpinning Contracts; run vendor service reviews; address chronic underperformance with remediation plans.

Continual Improvement & Transformation

• Maintain a living CIP/CSI Register with quantified benefits; prioritise improvements that reduce incidents MTTR and total cost of ownership.
• Promote shiftleft selfservice and knowledgecentred service (KCS); embed automation where appropriate.
• Partner with delivery/programme teams to ensure new or changed services achieve operational readiness (support models runbooks testing training).

People Leadership

• Lead a matrixed service team (Service Desk resolver groups); set objectives coach on ITIL practice maturity and build a hightrust highaccountability culture.
• Drive oncall/MI readiness succession planning and skills development aligned to evolving tech and compliance needs.

Your Transferable Skills & Experience

• ITIL 4 Foundation (minimum)
• An experienced Service Delivery/Service Manager within regulated or public sector environments.
• Proven ownership of SLAs major incidents problem backlogs and CAB governance in multisupplier ecosystems.
• Strong command of service reporting/analytics (e.g. MTTR MTTD firstcontact resolution backlog health change success rate).
• Handson with ITSM platforms and CMDB/Asset disciplines.
• Demonstrable stakeholder management up to Csuite/SCS level; clear concise executive communication and risk articulation.
• Understanding of information security controls (vulnerability/Patch access governance incident response) and business continuity.
• Financial acumen: budgeting forecasting unit cost analysis and commercial awareness of service contracts.

Your benefits:

26 Days annual leave plus public holidays (3 flexible)

Pension Double matching contributions of up to 10%

Life assurance

Companywide incentive plans

Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)

Perks at work employee discounts

Employee assistance programme

Private medical

company car or car allowance

Recruitment process

The recruitment process consists of two stages of interviews.

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Emailif you would like to apply through the Disability Confident Interview Scheme.

Achieve together

We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader a Times Top 50 employer for Gender Equality a Top 75 employer for Social Mobility accredited with the Living Wage Foundation and a signatory for the Race at Work Charter but we are also committed to the United Nations standards for LGBTI and a Stonewall Top 100 Employer.

We are people centric: Our work environments enable you to Be Completely You.Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion.

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