IT Service Delivery Manager
Edinburgh, City of Edinburgh Area, EH1, Scotland, UK
Listed on 2026-11-01
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IT/Tech
IT Support, IT Specialist
Location:
PREFRENCE IS THE SOUTH WEST - Hybrid / Remote options available, depending on location
We are seeking an experienced IT Service Delivery Manager to take ownership of key enterprise customer relationships within a fast-paced Managed Service Provider (MSP) environment. This is an excellent opportunity for a customer-focused IT Service Management professional who combines strong relationship management skills with hands‑on operational expertise. You will be responsible for ensuring consistently high service standards, managing escalations, monitoring performance and driving continuous improvement across a range of enterprise technology services.
The successful candidate will be confident engaging with senior stakeholders and executive teams while remaining comfortable overseeing day‑to‑day service operations, investigating performance issues and coordinating technical teams and third‑party suppliers. Experience with in managed services is essential, ideally alongside exposure to enterprise mobility, endpoint management or end‑user computing environments.
- Own and develop strategic relationships with enterprise customers, acting as a trusted point of contact for service delivery and operational performance.
- Lead regular service reviews, Quarterly Business Reviews (QBRs) and executive steering committee meetings.
- Monitor service performance against agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and contractual commitments.
- Take ownership of major incidents, customer escalations and service‑related risks, ensuring effective communication, resolution and follow‑up.
- Drive continual service improvement initiatives, identifying trends, addressing recurring issues and improving service quality.
- Oversee incident, problem and change management processes in line with ITIL principles and established service management practices.
- Produce and present accurate service performance reports, operational insights and management information.
- Work collaboratively with technical teams, geographically dispersed resources and third‑party suppliers to maintain service standards.
- Maintain effective governance, ensuring actions are tracked, responsibilities are clear and commitments are delivered.
- Balance customer expectations, operational requirements and commercial priorities while identifying opportunities to improve service delivery.
- Support effective asset and configuration management, ensuring processes and reporting remain accurate and fit for purpose.
To be successful in this role, you will need:
- Proven experience working within a Managed Service Provider (MSP) environment.
- Experience owning and managing enterprise customer relationships.
- A strong background in IT Service Management, with a good working knowledge of ITIL principles and processes.
- Experience leading customer service reviews, QBRs and senior stakeholder meetings.
- Demonstrable experience managing major incidents, customer escalations and service performance issues.
- Experience using ITSM platforms such as Salesforce, Service Now or equivalent systems.
- Ownership of KPI, SLA and operational reporting.
- Experience coordinating geographically dispersed teams and third‑party suppliers.
- Strong analytical skills, including excellent Microsoft Excel capability and the ability to interpret service performance data.
- Exposure to enterprise mobility, endpoint management or Mobile Device Management (MDM) / Unified Endpoint Management (UEM) solutions, such as SOTI, 42
Gears, Microsoft Intune or Workspace ONE.
The working arrangement will depend on your location:
- Candidates based outside the South West:
Hybrid or remote working is available, with occasional travel to the office expected. Eligible business travel fuel expenses will be reimbursed. - Candidates based locally to the office:
Office‑based working is expected, with occasional working‑from‑home days available by agreement with the line manager.
Further details regarding the office location and travel arrangements will be discussed during the recruitment process.
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