Service Delivery Manager

Location
:
Flexible / Client Site & Hybrid Working

Department
:
Managed Services

Reports to
:
Operations Manager

We're looking for an experienced and people-focused Service Delivery Manager to join our growing Managed Services team. This is a newly created role that offers a unique opportunity to help define service delivery standards, influence best practice, and make a significant impact on both client experience and team development.

As a Service Delivery Manager, you'll be responsible for leading the delivery of exceptional service across multiple client accounts, ensuring operational excellence, strong client relationships, and continuous service improvement. You'll act as the key link between clients, onsite teams, technical specialists, Service Desk, account management, and commercial teams to ensure a seamless and high-quality customer experience.

• Leading and developing a team responsible for the day-to-day delivery of managed services.
• Driving accountability, performance, coaching, and professional development within the service function.
• Managing service delivery across multiple client accounts, ensuring contractual commitments, SLAs, and KPIs are consistently achieved.
• Building strong, trusted relationships with clients through a proactive, "white-glove" service approach.
• Acting as the primary operational escalation point for service-related matters.
• Coordinating internal teams and external partners to ensure effective issue resolution and service delivery.
• Monitoring service performance and producing meaningful reports and governance updates.
• Identifying trends, risks, and recurring issues while driving continual service improvement initiatives.
• Helping establish scalable processes, service standards, and governance frameworks as the Managed Services function continues to grow.
• Supporting the wider business strategy through operational excellence and customer satisfaction.

We're seeking someone who combines strong leadership skills with a genuine passion for delivering outstanding customer service.

• Previous experience managing teams, including direct responsibility for service delivery performance.
• Strong stakeholder management and relationship-building skills.
• Excellent communication skills with the ability to engage confidently with clients and colleagues at all levels.
• Experience managing multiple priorities, clients, or service streams simultaneously.
• Ability to motivate, coach, and develop individuals and teams.
• Good understanding of IT support environments, processes, and service delivery principles.
• Commercial awareness and excellent problem-solving abilities.
• Experience with in a Managed Services environment.
• Knowledge of SLA management, service governance, and escalation management.
• Experience delivering a premium, customer-centric or white-glove support service.
• Background in continual service improvement and service reporting.

• Opportunity to shape a newly created position within a growing Managed Services division.
• Work with a diverse portfolio of clients and stakeholders.
• Genuine opportunity to influence service standards and business growth.
• Supportive leadership environment focused on professional development.
• Be part of a collaborative team committed to delivering exceptional customer outcomes