Service Delivery Manager

The role

The Service Delivery Manager acts as the primary point of contact for the client and is accountable for performance across all contracted CIS services. This role involves coordination, performance oversight, and escalation management.

What you will do

• Act as the client's primary point of contact for all contracted services.
• Receive and register Task Orders and issue execution plans.
• Oversee service levels and KPIs and ensure corrective action plans.
• Produce the monthly service performance report and executive dashboard inputs.
• Lead operational, tactical and strategic reviews.
• Manage escalations and coordinate with the contracting function.
• Oversee resource planning, surge readiness and personnel continuity.
• Drive continuous service improvement and lessons learned.

Required qualifications

• Degree in IT, engineering or business, or equivalent experience.
• At least eight years in IT service delivery.
• At least three years managing outsourced or contracted IT services against SLAs and KPIs.
• Strong ITIL/ITSM knowledge and experience of ISO/IEC 20000-aligned service management.
• Proven stakeholder management and reporting to senior client representatives.
• Experience managing multidisciplinary technical teams.
• Professional working proficiency in English, spoken and written.

Nice to have

• ITIL 4 Managing Professional or Strategic Leader.
• Experience with NATO / NCI Agency contracts or other international organisations.
• Project management certification (PRINCE2, PMP).
• Experience with outcome-based or unit-priced service contracts.
• NATO STANAG 6001 SLP 3333 or equivalent English proficiency.

Before you apply

• Must hold, or be able to obtain before the start date, the right to work and reside in Türkiye (work and residence permit or Turkish citizenship).
• Valid NATO SECRET personnel security clearance (or national SECRET clearance recognised for NATO SECRET) held at the start of the assignment.

About the company

Spektrum supports apex purchasers and their Tier 1 supplier ecosystem with a wide range of specialist services. They provide professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise.