Service Delivery Manager Public Sector NI

Service Delivery Manager

Location: Belfast Hybrid (on site at client offices)

As the Service Delivery Manager  you will lead end to end IT service delivery for a public sector account in Northern Ireland, ensuring services meet contractual SLAs, statutory obligations, and ITIL best practice. You’ll be accountable for service performance, financial stewardship, risk and compliance, supplier governance, and continual improvement—delivering stable, secure, and value for money outcomes for citizens and civil servants.  Location
 

Key Responsibilities

Service Governance & Performance

• Own the Service Level Management framework; define, monitor, and report on SLAs across Incident, Request, Problem, Change, Release, and Knowledge processes.
• Chair monthly and quarterly Service Reviews with the client; present KPIs, trend analysis, risk positions, audit findings, and improvement plans.
• Maintain the Service Catalogue and underpinning contracts (UCs); ensure service definitions, hours, and constraints are accurate and auditable.

Operational Excellence (ITIL Practices)

• Incident & Major Incident Management: Lead the bridge, coordinate resolvers, ensure business comms, and drive post‑incident reviews with clear corrective actions.
• Problem Management: Identify systemic issues, run RCAs, maintain known-error records, and track corrective actions to closure.
• Change Enablement: Safeguard production stability while enabling timely delivery of releases and security patches.
• Availability & Capacity: Own service capacity plans, resilience testing, and availability reporting; pre‑empt performance risks.
• Configuration Management: Ensure the CMDB is accurate, reconciled, and audit‑ready; promote asset lifecycle discipline.

Public Sector Compliance & Assurance

• Ensure alignment with relevant government standards (e.g., information security policies, accessibility, records retention), and support internal/external audits.
• Champion data protection by design (privacy impact considerations) and enforce secure change and least‑privilege access models.
• Manage disaster recovery (DR) plans, runbooks, and business continuity testing; track lessons learned to completion.

Financial & Commercial Management

• Manage service budgets, billing, and forecasting; reconcile consumption vs. contract and drive cost optimization.
• Track service credits, earn‑back mechanisms, and contract change notes; ensure accurate, timely reporting and invoicing.

Stakeholder & Supplier Management

• Be the single point of accountability for senior public sector stakeholders
• Govern third parties via SLAs and Underpinning Contracts; run vendor service reviews; address chronic under‑performance with remediation plans.

Continual Improvement & Transformation

• Maintain a living CIP/CSI Register with quantified benefits; prioritise improvements that reduce incidents, MTTR, and total cost of ownership.
• Promote shift‑left, self‑service, and knowledge‑centred service (KCS); embed automation where appropriate.
• Partner with delivery/programme teams to ensure new or changed services achieve operational readiness (support models, runbooks, testing, training).

People Leadership

• Lead a matrixed service team (Service Desk, resolver groups); set objectives, coach on ITIL practice maturity, and build a high‑trust, high‑accountability culture.
• Drive on‑call/MI readiness, succession planning, and skills development aligned to evolving tech and compliance needs.

Your Transferable Skills & Experience

• ITIL® 4 Foundation (minimum) 
• An experienced Service Delivery/Service Manager within regulated or public sector environments.
• Proven ownership of SLAs, major incidents, problem backlogs, and CAB governance in multi‑supplier ecosystems.
• Strong command of service reporting/analytics (e.g., MTTR, MTTD, first‑contact resolution, backlog health, change success rate).
• Hands‑on with ITSM platforms and CMDB/Asset disciplines.
• Demonstrable stakeholder management up to C‑suite/SCS level; clear, concise executive communication and risk articulation.
• Understanding of information security controls (vulnerability/Patch, access governance, incident response) and business continuity.
• Financial acumen: budgeting, forecasting, unit cost analysis, and commercial awareness of service contracts.

Your benefits: 

26 Days annual leave plus public holidays (3 flexible) 

Pension – Double matching contributions of up to 10% 

Life assurance 

Companywide incentive plans 

Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more) 

Perks at work – employee discounts 

Employee assistance programme

Private medical 

company car or car allowance

Recruitment process  

The recruitment process consists of two stages of interviews. 

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Email EMEIArecruitment@fujitsu.com if you would like to apply through the Disability Confident Interview Scheme. 

Achieve together 

We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer. 

We are people centric: Our work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion.  

#LifeAtFujitsu