Service Delivery Manager

Service Delivery Manager – Managed Services (Client Site)

Are you an experienced

SDMwho enjoys blending technical oversight with client-facing service delivery?

We’re looking for a proactive and relationship-driven professional to lead IT service delivery for a key client, ensuring a seamless experience across a predominantly cloud-based environment supporting frontline users.

As a Service Delivery Manager , you’ll take ownership of the end-to-end service experience, acting as a trusted partner to the client while coordinating internal teams and third parties.

This is a hands-on, client-facing role where you'll balance service leadership, technical oversight, and continuous improvement .

• Service Ownership – Lead and manage day-to-day service delivery, ensuring a consistent, high-quality user experience
• Client Engagement – Build strong relationships through regular onsite visits and stakeholder collaboration
• Performance & Reporting – Produce monthly service reports covering KPIs, trends, risks, and recommendations
• Continuous Improvement – Drive service enhancements using ITIL best practices
• Ticket & Escalation Management – Ensure clear ownership, communication, and timely resolution of issues
• Risk & Problem Management – Proactively identify and manage risks while improving service stability
• Technical Oversight – Support and administer Microsoft 365 in line with wider technical strategy
• Strategic Contribution – Work alongside client IT leadership to support digital transformation initiatives

• Experience in a Technical Service Manager, Service Delivery Manager, or similar role
• Strong client-facing and stakeholder management skills
• Good understanding of ITIL (v4 preferred)
• Background working within Managed Services or multi-supplier environments
• Technical knowledge including:
• Networking, virtualisation, and firewalls
• Backup & antivirus solutions
• Excellent communication skills with the ability to translate technical concepts into simple, business-friendly language
• A proactive, accountable approach with a focus on service excellence and continuous improvement

• Play a key role in a high-impact client engagement
• Hybrid working with a mix of onsite collaboration and flexibility
• Opportunity to contribute to meaningful digital transformation projects
• Be part of a supportive, collaborative Managed Services team
• Ongoing opportunities for career growth and development

If you’re passionate about delivering excellent IT services while building strong client relationships, we’d love to hear from you.

Apply now or get in touch to learn more