Service Delivery Manager job opportunity at Sword Group.

Home Jobs In United Kingdom Tag: Job Service Delivery Manager position at Sword Group


Date2026-02-02T17:08:20.711Z bot
Sword Group Service Delivery Manager
Experience: General
Pattern: Full-time
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degreeGeneral
loacation Aberdeen, United Kingdom
loacation Aberdeen....United Kingdom

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. 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.

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