Service Delivery Manager

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

As a Service Delivery Manager, you will play a pivotal role in ensuring the seamless delivery of services and maximising customer satisfaction. Reporting to the IT Operations Lead you will be responsible for all operational service delivery activities across your assigned customers, including service quality, financial performance, and staff management.

This role combines service delivery leadership with customer success expertise. You will act as a strategic partner to our clients, aligning Sword’s value proposition to their business goals, while bridging the gap between strategic intent and operational execution. Through strong stakeholder engagement, continuous improvement, and innovative service delivery, you will drive long‑term customer success and business growth.

Key Responsibilities:

Operational & Service Delivery

• Oversee end‑to‑end service delivery from sales transition through to go‑live and ongoing operations.
• Manage internal project deliveries, ensuring alignment to agreed timelines, quality standards, and outcomes.
• Ensure services are delivered in line with agreed SLAs and KPIs, proactively identifying risks and opportunities for improvement.
• Act as the primary escalation point for service delivery issues, ensuring timely resolution and customer satisfaction.
• Anticipate future customer demand and integrate this into capacity and resource planning.

Customer & Stakeholder Management

• Build and maintain strong relationships with customers, acting as a trusted advisor and client advocate.
• Chair service delivery meetings and manage governance in line with customer requirements.
• Provide performance insight through metrics, analytics, and reporting, supporting informed decision‑making.
• Champion Sword’s culture and values with customers, partners, suppliers, and internal teams.

Financial & Commercial Management

• Manage operational costs in line with company financial controls, ensuring account profitability.
• Produce monthly financial and service performance reports, identifying trends and cost optimisation opportunities.
• Support continuous improvement initiatives to enhance efficiency and effectiveness of service delivery.

People & Resource Management

• Lead, motivate, and develop multi‑disciplinary teams across existing and new customers.
• Manage staff and contractors to ensure efficient, high‑quality delivery while maintaining strong customer relationships.
• Ensure effective resource management to support consistent service delivery and growth.

Process & Continuous Improvement

• Develop and implement Service Management processes and procedures aligned to the ITIL framework.
• Drive the design and implementation of new service processes to support KPI achievement and business growth.
• Assist in defining and adopting appropriate technologies to enhance service delivery efficiency and effectiveness.

Requirements:
Skills & Experience

• ITIL Foundation v3 (or equivalent).
• Degree, management qualification, or equivalent practical experience.
• Proven experience in an IT Service Delivery Manager or similar role.
• Strong experience managing budgets and operational costs.
• Demonstrated ability to manage and lead diverse, multi‑disciplinary teams.
• Excellent communication and stakeholder management skills.
• Experience designing and implementing new service delivery processes.

Desirable

• Experience working within Energy, Public Sector, or Financial Services environments.
• Strong analytical skills with experience using service metrics and reporting to drive improvements.

Benefits:
At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package:

Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.

Flexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.

A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more…..

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.