FDM is a global business and technology consultancy seeking experienced Service Delivery Managers to support a global consultancy engagement delivering critical services across the service portfolio of a large Public Sector end client. These roles sit within complex, business-critical environments and are responsible for ensuring the effective delivery, governance, performance, and continual improvement of live services across multiple suppliers and delivery teams.
The successful candidates will take ownership of service performance, stakeholder relationships, operational governance, and service improvement initiatives. You will work closely with client stakeholders, technical teams, service providers, and programme delivery functions to ensure services are delivered in line with agreed outcomes, contractual obligations, and organisational objectives.
This role is suited to experienced professionals who are confident operating within complex multi-supplier ecosystems and who can effectively balance operational excellence, stakeholder management, service governance, and continuous improvement to drive high-quality business outcomes.
*All candidates must be eligible and willing to go through SC security clearance*
Responsibilities
- Owning the end-to-end delivery and performance of live services across a portfolio of business-critical applications, platforms, and technologies
- Acting as the primary point of contact for service-related matters, building strong relationships with client stakeholders, suppliers, and internal delivery teams
- Monitoring and managing service performance against agreed SLAs, KPIs, OLAs, and contractual commitments, ensuring service obligations are met or exceeded
- Leading regular service reviews and governance forums, providing insights, recommendations, and performance reporting to senior stakeholders
- Managing supplier performance across multiple third-party providers, ensuring effective accountability, collaboration, and issue resolution
- Driving service improvement initiatives through analysis of service metrics, customer feedback, trends, risks, and operational performance data
- Overseeing incident, problem, change, and request management processes to ensure service stability, responsiveness, and continuous improvement
- Managing service-related risks, issues, dependencies, and escalations, ensuring proactive mitigation and timely resolution
- Collaborating with project, programme, and transition teams to ensure new and changed services are successfully integrated into live operations
- Supporting operational governance activities, including service reporting, audit responses, compliance reviews, and continuous service improvement planning
- Ensuring service documentation, operational procedures, support models, and knowledge management artefacts remain accurate and up to date
- Leading stakeholder communications relating to service performance, major incidents, service changes, and improvement activities
- Promoting a culture of service excellence, customer focus, and operational accountability across all service delivery teams
