Job Title: Service Delivery Manager (Contractor ) Experience: Minimum of 5 years in a similar role Company: Mastek Limited Location: Leeds (hybrid) with occasional travel to Manchester Shift and Schedule: Day Shift with participation in an on-call rota for Major Incident Management. About Us: Mastek Limited is a leading technology solutions provider delivering secure, high-quality digital services to public and private sector customers. We are committed to operational excellence, continuous improvement, and fostering a collaborative, inclusive culture. Contract Context: This role has been created to support service continuity and operational stability during a period of service insourcing. The Service Delivery Manager will play a critical role in maintaining performance, managing risk, and ensuring a controlled transition of services. This is a time-bound contractor role, with any extension subject to customer demand and funding approval. Job Summary: We are seeking an experienced Service Delivery Manager to act as a senior Subject Matter Expert across Service Management disciplines. The successful candidate will provide strong service leadership, maintain customer confidence, and ensure consistent, high-quality service delivery during a complex transition period. The role requires a pragmatic, delivery-focused professional with deep ITIL knowledge, strong stakeholder management skills, and proven experience operating in high-pressure, customer-facing environments. Key Responsibilities: • Act as a Service Management SME across Incident, Problem, Change, Risk, Service Performance & Reporting, Service Level Management, Service Process Improvement, Service Continuity, and Availability Management. • Provide on-call Major Incident Management cover, ensuring rapid coordination, clear communications, and effective resolution. • Maintain strong, trusted customer relationships, acting as a primary escalation and assurance point. • Deliver accurate, timely service reporting, including performance, SLA compliance, risks, issues, and improvement initiatives. • Support knowledge transfer and offboarding of the core Technical Service Desk (TSD) team where required as part of insourcing. • Proactively identify and manage risks, proposing mitigation plans to protect service outcomes and contractual commitments. • Apply ITIL best practice across helpdesk and support services, ensuring consistency, governance, and continual improvement. • Take accountability for ensuring technical solutions continue to meet business requirements throughout the service lifecycle. • Collaborate across internal teams, customers, and third-party suppliers to deliver a cohesive “One Team” service experience. • Oversee the end-to-end service lifecycle, including service support, delivery, and transition activities. Role Requirements: • SC Clearance eligible - Mandatory Experience / Education: Mandatory • Degree in Computer Science or equivalent experience in a complex operational environment • Minimum 5 years’ experience in a Service Delivery / Service Management role • Proven experience leading an IT helpdesk or support service, driving KPI and SLA achievement • Strong customer-service orientation with a pragmatic problem-solving approach • Proven advocate and practitioner of ITIL best-practice processes • Experience in a customer-facing environment Desirable • ITIL v3 Certification • ITIL v4 Certification (Preferred) • Experience in Major Incident Management, Incident Management, and Service Transition • Strong technical background with the ability to communicate effectively to non-technical stakeholders • Hands-on experience with ITSM / helpdesk tooling (e.g. ServiceNow)