Service Delivery Manager

CompanyMastek

LocationReading, England, United Kingdom

Posted At3/3/2026

UK Visa Sponsorship Analytics

Occupation Type

IT managers

Occupation Code Skill LevelHigher Skilled

Sponsorship Salary Threshold

£55,000 (£28.21 per hour)

Occupation rate applies

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Description

Hi All,

Greetings from Mastek !!!!

We are currently hiring for a Service Delivery Manager for a permanent position.

Requirements:

Security Clearance: Active Security Clearance is mandatory
Tools & Methodologies: ITIL (preferably V4) to ensure alignment with Agile, Azure DevOps, Project Management frameworks, and Service Delivery Management practices
Work Arrangement: Travel to the client office required (1–2 days per week)

What you’ll be doing

Lead the delivery of a multistream account, ensuring structured planning, prioritisation, and progress tracking.
Manage Agile ceremonies and delivery routines using Azure DevOps for backlog management, sprint planning, reporting, and tracking remediation tasks.
Act as the Service Delivery SME, setting processes, standards, and governance, evaluating and implementing IT service management (ITSM) best practices and industry standards.
Act as the escalation contact for customers, partners, and internal teams ensuring alignment, clear communication, and expectations are met.

Monitor and analyse service performance metrics, identify trends, and take proactive steps to enhance user satisfaction and ensure consistent quality of remediation services.

Identify and drive process improvements, automation initiatives, and self-service options to increase operational efficiency.

Define KPIs, oversee post-implementation reviews, and implement lessons learned to improve service.

Lead development of playbooks, standards templates, and frameworks to create a consistent, repeatable and scalable provision of service. Ensure the creation and maintenance of operational procedures, knowledge bases, and support models.

Assess service maturity and develop maturity uplift plan, driving through to successful completion

Define and implement a service governance structure covering both internal and customer requirements

Work closely with Architects, Platform Engineers, and Vulnerability Analysts to understand risks, plan fixes, and ensure effective implementation.

Coordinate with server patching teams

, infrastructure engineers, and product/application owners to schedule and deliver remediation activity.

Oversee workstreams covering vulnerability triage, patching, configuration changes, application fixes, and exception handling.

Manage dependencies and ensure alignment with change management processes (ITIL or similar), including preparing change requests, CAB submissions, and deployment scheduling.

Provide Major Incident capability across P1/P2 Incidents both to the customer and internally to Mastek.

Analyse data in order to deliver Standardised Service Reviews at an agreed frequency with the customer

Provide clear reporting to senior stakeholders, including remediation progress, blockers, improvements, risk levels, and target deadlines.

Maintain RAID artefacts, ensuring transparent governance and proactive risk mitigation.

Ensure compliance with security policies, public sector assurance standards, and audit requirements.

Facilitate collaboration across technical, security, and operational teams to drive timely remediation of critical and highseverity vulnerabilities.

operational procedures, knowledge bases, and support models.

What we’re looking for

We are seeking an experienced Service Delivery Manager with strong Agile expertise to lead a CME account involving Live deployments, P1/P2 Incident Management, Service Request and Continuous Improvement, Tech Debt remediation. The role is responsible for driving endtoend delivery across multidisciplinary teams, ensuring timely remediation of P1/P2, efficient change coordination, and alignment with public sector governance standards.

This role requires handson experience working in securitycritical environments, ideally within the UK public sector, and confidence collaborating with Architects, operations teams, and remediation engineers to deliver high-quality technical service and support, optimizing service operations, associated ITIL processes and driving continuous improvement initiatives to ensure structured governance

In addition, the Service Delivery Manager should demonstrate proven experience project management and delivery management.

Essential Skills & Experience

Security Clearance (e.g., SC or higher), or eligibility and willingness to undergo clearance.
ITIL V3 Certification (Desirable). ITIL V4 Certification (Preferred). Demonstrable experience as a Service Delivery Manager in Agile environments. with ITIL coverage across all of the Service Management practices.
Strong communication skills with the ability to influence technical and nontechnical stakeholderStrong stakeholder and communication skills Strong background delivering security, infrastructure, or vulnerability remediation projects.
Handson experience using Azure DevOps for backlog, sprint, and delivery management.
Proven experience working in or alongside the public sector, with understanding of relevant governance, assurance, and reporting expectations.
Experience working across:
Architects
IT Service Management teams
Delivery teams
Practical understanding of vulnerability management tools, remediation workflows, patch management cycles, and risk-based prioritisation.
Proven project management experience, including planning, execution, stakeholder management, and reporting.

Strong data analysis skills, with the ability to interpret vulnerability data, identify trends, validate remediation activity, and support decisionmaking.

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 Bahl