Service Delivery Manager

2 Days Old

We are seeking an experienced Service Delivery Manager (SDM) to oversee the end-to-end delivery of IT and business services, ensuring alignment with organisational goals and customer expectations. The ideal candidate will have a strong background in Agile delivery, service management, and team leadership, with proven experience operating as a Scrum Master or in a similar Agile environment. Responsibilities
Lead and manage the delivery of multiple services, ensuring they meet agreed SLAs, KPIs, and quality standards. Act as a Scrum Master to facilitate Agile ceremonies (daily stand-ups, sprint planning, retrospectives) and promote continuous improvement within delivery teams. Drive effective communication between cross-functional teams, stakeholders, and customers to ensure transparency and alignment. Manage service performance, proactively identifying risks and opportunities for improvement. Develop and maintain Service Delivery frameworks, processes, and best practices in line with ITIL and Agile principles. Collaborate with Product Owners and Technical Leads to ensure smooth transition from project delivery into steady-state operations. Support resource planning, capacity management, and prioritisation of workload to meet business objectives. Champion a culture of customer focus, innovation, and operational excellence.
Qualifications
Proven experience as a Service Delivery Manager, Scrum Master, or similar role in a technology-driven environment. Strong understanding of Agile methodologies (Scrum, Kanban) and their practical application in service environments. Experience managing service performance, incident management, and continuous improvement. Excellent stakeholder management and communication skills at all organisational levels. Demonstrated ability to lead cross-functional teams and manage complex service portfolios. Working knowledge of ITIL frameworks (preferably certified). Desirable: Experience within [industry, e.g., financial services/SaaS/managed IT services]. Any Cisco certifications such as a CCNA. Agile/Scrum certifications (e.g., CSM, PSM, SAFe). ITIL v4 certification. Familiarity with tools such as Jira, Confluence, ServiceNow, or similar platforms.
Personal attributes
Proactive and outcome-focused, with a passion for delivering high-quality services. Collaborative leader who inspires and motivates teams. Strong analytical and problem-solving skills. Comfortable operating in a fast-paced, evolving environment. Excellent organisational and time-management abilities.
Other notes We understand that your career progression is important to you. At CACI people get promoted on merit, when they are ready. This means that your career is completely in your own hands and there is never a ceiling for your progress. Everyone's career path is different. We welcome people exploring different areas and trying out new skillsets. Just because you start off down one path doesn't mean you are committed to it indefinitely. At CACI you have the freedom to carve your own career path. Flexibility The key to our success is our teamwork and collaboration and that tends to work best when we are all in the office working together. That said, we fully appreciate that everyone leads busy lives, and we can't always be in the office. This is why we embrace flexible working. Covid-19 has changed the way we work forever, and a new flexible working policy will be released when the situation stabilises. We have a range of benefits on offer to support you. We have a comprehensive list of schemes ranging from pension plans to health and wellness policies, in addition you can opt into a selection of flexible benefits to meet your personal needs. #J-18808-Ljbffr
Apply
Location:
Kingswood, England, United Kingdom
Job Type:
FullTime

We found some similar jobs based on your search