Service Delivery Manager

Hi All,

Greetings from Mastek.

We are hiring for a Service Delivery Manager seeking a permanent opportunity.

Mandatory Requirement:

Active SC Clearance

Location: Reading

Working Model: Hybrid – 2 days per week onsite at the client office

What you’ll be doing

Lead the day-to-day delivery of L2/L3 service operations for a security-sensitive digital platform. You’ll own service performance, operational readiness, incident/problem/change leadership, supplier coordination, and continuous improvement — ensuring stable, compliant services and a clear runbook-led operating model.

What we’re looking for

Key responsibilities •Own service delivery outcomes across L2/L3 operations: SLA performance, stability, risk management, and customer satisfaction. •Lead incident, major incident, and problem management; drive root-cause analysis and permanent fixes. •Own and run the service cadence: daily/weekly ops, governance reporting, operational reviews, and stakeholder communications. •Lead change management into production (planning, approvals, implementation, verification), ensuring minimal risk and downtime. •Drive operational readiness: runbooks/KBAs, support model, on-call arrangements, handover/transition readiness, and acceptance criteria. •Manage platform monitoring and alerting: define SLOs/thresholds, improve observability, and reduce noise/toil. •Deliver MI dashboards and reporting (e.g., trends, incident patterns, performance, capacity), automating where possible. •Line manage and coach service operations team members; set priorities, standards, and delivery discipline. •Coordinate with engineering, architecture, security, and suppliers to land changes safely and keep delivery moving. •Own continuous improvement backlog: shift-left/automation, process uplift, and service hardening.

Technical and operational skills •Strong service operations leadership across complex platforms (L2/L3), ideally in regulated or security-sensitive environments. •Hands-on AWS operating knowledge: EC2, S3, IAM, networking/security concepts, logging/monitoring, and basic troubleshooting. •Infrastructure/ops fundamentals: patching, configuration management, backup/restore, BCDR/DR testing, and operational controls. •Experience with IaC and modern delivery practices (e.g., Terraform/CloudFormation, CI/CD awareness) to support safe change. •Monitoring & observability experience: tooling, dashboards, alerting strategy, and continuous tuning. •Service management tooling experience (Remedy preferred) and strong ITIL-aligned practice without ‘process for process’. •Security mindset: zero-trust principles, access control, auditability, and evidence-led operations. Desirable experience •Identity and Access Management domain exposure (directory services, authentication/authorisation, access governance). •Experience supporting transition programmes (platform modernisation, cloud migration, service cutover) into BAU. •Experience producing executive-ready service narratives and concise briefings for senior stakeholders

Qualifications •Active Security Clearance (SC) – mandatory. •ITIL Foundation (or equivalent experience) desirable. •Cloud certification (AWS) desirable.

Why Join Us?

• We’re a purpose‑driven organisation committed to creating positive impact and championing inclusion.
• You’ll join a culture that encourages innovation, collaboration, and continuous growth.
• We celebrate difference and believe diverse perspectives lead to stronger solutions.
• Even if you don’t meet every requirement, we encourage you to apply — great talent comes from a variety of backgrounds.
• Your lived experience, unique strengths, and personal story matter — they help us design better outcomes for the communities we serve.
• We celebrate diversity of experience, knowledge, backgrounds, and perspectives, and believe these differences enable us to create meaningful impact. We are proud to be an equal opportunity employer and are committed to fairness and inclusion for all, regardless of sex, race, religion or belief, ethnic or national origin, disability, age, citizenship, marital or partnership status, sexual orientation, gender identity, pregnancy or related conditions, or any other protected characteristic. If you require any reasonable adjustments or additional support during the recruitment process, please let us know.

Ready to make an impact?

Join us and help build a smarter, more productive future.

Regards

Chaya