Service Delivery Manager

Location: Longbridge

Job Title:

Service Delivery Manager

Salary: competitive depending upon experience + benefits

Where the job is based: hybrid (home-based & working with Kerv Digital office/customer site visits as required) UK HQ, Seven House, 18 High Street, Longbridge, B31 2UQ

Who we are:

Dive into a world where technology meets innovation. At Kerv Digital, we're not just another tech company. We’re the problem solvers, the magicians who transform complex challenges into seamless digital experiences. Utilising a powerful blend of Power Platform, Dev Ops, Data experiences, and Software Engineering, we create business solutions that truly resonate with our clients while driving extreme value!

With our roots planted in Birmingham and branches spreading across the globe from London to Bangalore, we're a proud member of the Kerv Group - a dynamic £112m revenue technology consultancy leader with a dedicated team of over 700 professionals, partnering with 800+ sector leaders.

People come first always. We are incredibly proud of our unparalleled work culture. Not just words on paper, we wear our "Great Place to Work" certifications from the UK and India like badges of honour. Immerse yourself in an ocean of opportunities in an atmosphere that celebrates collaboration. Sharpen your prowess with a global multi-discipline team and be guided by the industry's most forward-thinking leaders.

The Role / Who we are looking for:

This role is responsible for providing allocated Managed Services clients with an effective, efficient, and valued relationship with Kerv. The Service Delivery Manager will ensure that opportunities, risks, and service-related issues are communicated clearly, while acting as a point of escalation for allocated clients.

They will also contribute to the strategy, governance, and ongoing development of Managed Services for those clients.

* Management of Continual Service Improvement of Managed Services and future developments

* Maintain a strong working relationship with allocated clients

* Knowledge of client changing business needs / requirements and solution footprint and refer opportunities to relevant Account Directors / Sales leads

* Demand forecasting on Managed Services.

* Client Change Management

* Ensuring Managed Services are delivering both to contractual obligations and client satisfaction

* Production, communication and maintenance of the Service Delivery Plan

* Service reporting and client reviews

* Internal projects / work streams e.g. Process Ownership / CSI

* Act as an escalation point for both the client and Managed Services teams

* Manage and co-ordinate urgent and complicated support issues

* Where needed, provide additional support to Project and Managed Service support teams to ensure exceptional service is provided

* Proactively advising licence renewal/contract and call off information

* Participate in improvement to our ITIL based framework for good practice managed services operation

* Identify risks and mitigate or communicate as necessary

* Always represent Kerv in a professional and positive manner

Skills & Experience:

* Demonstrable experience in a Service Delivery role, ideally within a managed services or technology environment

* Strong understanding of ITIL principles and good practice

* Experience working with clients, third-party suppliers, and internal delivery teams to ensure high-quality service outcomes

* Ability to coordinate technical and functional resources to support client satisfaction, service performance, and commercial objectives

* Knowledge of Microsoft Dynamics 365 and broad experience using modern office technology

Personal attributes:

* Clear and confident communicator, with strong written communication skills and a professional telephone manner

* Highly organised, with the ability to prioritise workload effectively and manage competing demands

* Proactive and solutions-focused, with a positive approach to problem solving and continuous improvement

* Collaborative and relationship-driven, with the ability to build trust with clients, colleagues, and delivery teams

Professional attributes:

• Confident applying ITIL-aligned service management practices to support effective managed services…