Service Delivery Manager
Location: Belfast, Northern Ireland
Contract: Full Time, Permanent
Reporting To: Strategic Accounts Manager
About the Role
We are seeking an experienced and customer-focused Service Delivery Manager to lead the operational delivery of services across our Translink contract. The successful candidate will be responsible for ensuring contractual compliance, driving operational excellence, maintaining strong stakeholder relationships, and delivering exceptional service performance in a fast-paced and highly visible environment.
This is a key leadership role requiring a proactive individual who can manage service delivery teams, monitor performance against agreed service levels, and continuously improve operational processes while ensuring the highest standards of customer satisfaction and safety.
Key Responsibilities
Service Delivery & Operational Management
- Manage the day-to-day delivery of services within the Translink contract.
- Ensure all contractual Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently achieved or exceeded.
- Monitor operational performance and implement corrective actions where required.
- Drive continuous service improvement initiatives to enhance efficiency and customer experience.
- Develop and maintain operational procedures, standards, and best practices.
Stakeholder Management
- Act as the primary operational point of contact for Translink stakeholders.
- Build and maintain strong working relationships with key customer representatives.
- Lead regular performance review meetings and present service reports.
- Manage customer expectations and ensure prompt resolution of issues and escalations.
Team Leadership
- Lead, motivate, and develop operational teams to achieve high levels of engagement and performance.
- Conduct regular performance reviews, coaching sessions, and development planning.
- Promote a culture of accountability, collaboration, and customer service excellence.
- Ensure resource levels are effectively planned and managed.
Performance & Reporting
- Produce and present monthly and quarterly service performance reports.
- Analyse performance data and identify trends, risks, and opportunities for improvement.
- Maintain accurate documentation, operational records, and compliance reports.
- Track financial performance and contribute to budget management and cost control initiatives.
Compliance, Health & Safety
- Ensure all activities are delivered in compliance with contractual obligations, company policies, and regulatory requirements.
- Promote a strong health, safety, and wellbeing culture across all teams.
- Lead incident investigations and implement corrective and preventative actions where necessary.
- Support audits and compliance reviews.
Essential Requirements
- Proven experience in a Service Delivery Manager, Operations Manager, or Contract Manager role.
- Experience managing customer contracts and delivering against KPIs and SLAs.
- Strong leadership and people management skills.
- Excellent stakeholder and relationship management capabilities.
- Experience producing operational and performance reports.
- Strong problem-solving and decision-making abilities.
- Excellent communication and presentation skills.
- Full UK driving licence.
Desirable Requirements
- Experience working within the public sector, transport, facilities management, technology, or outsourced service environments.
- Prince2, ITIL, Lean, Six Sigma, or similar professional qualifications.
- Experience managing multi-site operational teams.
- Health & Safety qualification (IOSH, NEBOSH or equivalent).
Key Competencies
- Customer Focus
- Leadership & Team Development
- Commercial Awareness
- Continuous Improvement
- Communication & Influencing
- Planning & Organisation
- Problem Solving
- Relationship Management
- Performance Management
- Accountability
What We Offer
- Competitive salary and benefits package
- Career development and training opportunities
- Opportunity to work on a high-profile public transport contract
- Collaborative and supportive working environment
- Pension scheme
- Employee wellbeing programme
- Annual leave entitlement
How to Apply
Interested candidates should submit an up-to-date CV along with a cover letter outlining their relevant experience and suitability for the role.
Closing Date: 8th September 2026
Equal Opportunities Statement:
We are committed to creating an inclusive workplace where everyone is treated fairly and with respect. We welcome applications from all suitably qualified candidates regardless of age, disability, gender identity, race, religion, sexual orientation, or background.