Service Delivery Manager - Contract (Inside IR35)

Location: Perth (Hybrid working)
Contract Length: 6 months
Day Rate: £442-£592 (Inside IR35)
Sector: Utilities

A leading utilities organisation is seeking an experienced Service Delivery Manager to support BAU operational service management across a busy technology environment. This is a great opportunity for someone who thrives in fast-paced settings and enjoys driving service excellence across IT operations, suppliers, and business stakeholders.

Key Responsibilities

Operational Service Management

• Oversee day‑to‑day service delivery and performance across key operational areas.
• Produce, analyse, and review KPI/SLA reporting.
• Ensure end‑to‑end service reliability, stability, and uptime.

Incident, Problem & Major Incident Engagement

• Act as a mandatory participant in all P1/P2 incident reviews.
• Validate incident prioritisation and lead operational escalations.
• Ensure appropriate resolver group ownership and prevent incident hopping.
• Track, manage, and drive completion of post‑incident actions.

Supplier & Commercial Management

• Manage daily interactions and performance of external suppliers.
• Challenge SLAs and push for continual service improvements.
• Support alignment of contracts and commercials with service objectives.

Service Transition & Change

• Ensure safe and controlled transition of new or changed services into BAU.
• Work with Group IT and third‑party partners on transition activities.
• Act as a subject matter expert for service transition processes.

Stakeholder & Relationship Management

• Build strong relationships across business units and technology teams.
• Act as a key link between IT Services and business stakeholders.
• Collaborate with business owners, product teams, and technical leads.

Risk, Compliance & Governance

• Manage operational risks, controls, and compliance obligations.
• Support security, NIS, resilience, and vulnerability management activities.

Continuous Improvement

• Identify improvement opportunities from operational insights.
• Drive automation, Lean/Agile service enhancements, and process optimisation.
• Work with Service Owners to prioritise and deliver CI initiatives.