Service Delivery Manager

What we are looking for

Full-time, Hybrid,  Permanent, Competitive Salary 

ROCK is a market leading Tech Consultancy based in Bridgend with offices and clients spanning the whole of the UK. With the opportunity to work with household name clients and make a big impact in a short space of time, ROCK offers a unique career path with over 70% of our team progressing within their first year in the business.

The Service Delivery Manager works self-sufficiently and alongside multiple multi-disciplinary technical teams to ensure the highest levels of service delivery for our most valued Clients, ensuring that Client relationships thrive and grow over long terms.

As a person of significant responsibility within our Service Management department; the role is vitally important to the business, and the Service Delivery Manager is responsible for management of SLA- and financially-impacting workloads which support business growth and the overall success of the Service Delivery Management function.

Some of the great things ROCK did between 2021-2022.

  • Supported 19 causes 
  • We increased our average salaries by 17.7%
  • We've created a ROCKstar Committee which is a platform for our employees to have a voice and form a great culture
  • We've welcomed 42 new ROCKstars into the business


  • Responsible for evangelising and ensuring best practice, ITIL v4 aligned Service Delivery through management and ownership of ROCK’s ITIL practices.
  • Responsible for management of clients in the context of relationship and experience management
  • Responsible for overseeing every element of service delivery for clients from handover to BAU and up until end of life
  • Responsible for overseeing client reporting and BI for clients, reporting and reviewing SLAs and quality of service delivered
  • Responsible for leading client review meetings and continuous improvement initiatives; proactively managing and encourage Continual Improvement across Service Delivery, Service Desk and Project teams to deliver better quality of services to ROCK Clients; with a focus on value co-creation
  • Responsible for managing query/dissatisfaction only complaints relating to service levels, and assigning the necessary actions
  • Responsible for ensuring major incident management processes are followed

Essential skills & experience

  • An excellent communicator with the ability to influence at a senior level
  • Strong organisational skills and ability to manage complex workloads and multiple and shifting priorities
  • Confident, ambitious and energetic with a persuasive manner and the ability to use your initiative
  • Strong customer service skills

Desirable skills & experience

  • Educated to a degree level
  • ITIL knowledge or certification
  • Experience of working within a Managed Service environment
  • Experience with reporting
  • SLA Management


Benefits to shout about

  • 25 days annual leave plus bank holidays
  • Enhanced Sickness Scheme
  • Employee Referral Programme
  • Annual well-being allowance
  • Award winning ROCKstar culture
  • Free independent financial advice
  • Dress down Fridays

Apply now



Fancy a break? We offer 25 days holiday and bank holidays on top. We also offer a holiday exchange where employees can buy and sell holidays.


We offer flexible working hours, and all our employees can take advantage of working from home each week, whilst certain teams are able to work from home full time.


Our employees are at the heart of everything we do. We offer a wellbeing allowance each year to be utilised on activities that promote mental and physical wellbeing, in addition to a Cycle to Work scheme.


We offer market-leading training for all of our employees; especially our sales and IT training programmes, which offer particular opportunities to develop skills and progress within the organisation.


We are unique. Our award-winning culture is employee centric, with exciting cash and bonus incentives, events and team bonding ever present.


We offer a pension with a market-leading provider; a company sick pay programme including income protection and death in service payment.


A large number of our team are involved in community initiatives, using work time to make a positive impact on our people, communities and the planet.


"ROCKstars" is our unique approach to having fun and this is a huge part of our success. We celebrate as many events and occasions as possible and this creates an electric working environment. 

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Promotion and pay is critically important to us. In 2021-2022 our salaries increased by an average of 17.77% and 78% of people were promoted within the first 12 months of starting at ROCK.

© 2022 ROCK. All rights reserved.

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