Service Delivery Manager

We are looking for a

• Manage customer service delivery, governance and contractual commitments.
• Oversee service performance, risk management and operational excellence for a portfolio of customers.
• Build strong customer relationships and lead service escalations.
• Provide reporting, insight and recommendations to drive better outcomes.
• Support commercial performance, profitability and service growth.
• Drive continual service improvement and optimisation initiatives.

We are looking for a Service Delivery Manager to join our growing team of like-minded tech people. Should you choose to accept, your responsibilities will encompass:

• Manage customer service delivery, governance and contractual commitments.
• Oversee service performance, risk management and operational excellence for a portfolio of customers.
• Build strong customer relationships and lead service escalations.
• Provide reporting, insight and recommendations to drive better outcomes.
• Support commercial performance, profitability and service growth.
• Drive continual service improvement and optimisation initiatives.

The ideal candidate will have proven experience within an IT Managed Service Provider, taking ownership of service delivery for multiple business customers. You’ll be comfortable leading customer service reviews, managing escalations, monitoring SLA performance and working with technical and commercial teams to drive improvements. Strong relationship management, commercial awareness and the ability to translate technical issues into clear business impacts are essential.

We know its unrealistic to find someone who ticks all of these boxes (extra points if you do), which is why we seek those eager to develop over time through our development resources and peer learning.

• ITIL Foundation (v3/v4) certification.
• Experience in IT Service Delivery, Managed Services or an MSP environment.
• Strong understanding of IT Service Management (ITSM) principles.
• Experience managing customer relationships and service escalations.
• Strong communication, stakeholder management and reporting skills.
• Strong problem-solving skills with a focus on continuous improvement.
• Commercial awareness and the ability to balance customer and business needs.
• People centric approach & service
• Excellent conversational fluency in English is required to clearly explain complex technical issues

• Advanced ITil qualifications or other recognised service management certifications.
• Experience with service governance, reporting and continual improvement programmes.
• Experience managing third-party suppliers and partners.
• Experience with in a Microsoft-focused services environment.

Continuous learning and development are central to our culture, and we heavily invest in elevating our people, not just hiring those already at an expert level.

Working for an IT partner isn’t for the faint hearted, it requires drive, passion for technology, collaboration, and a drive to innovate.

If you want to learn more about the IT domain as a whole or specialise in one particular area, you can do that here. We are not looking for the most qualified people, but people who have a true drive to learn and a passion for the technology sector. Our learning and development opportunities, combined with our team's drive for growth, result in a high volume of promotions granted year after year.

We operate a hybrid working policy across most roles and often get asked why we haven’t made the decision to go fully remote… For us, natural learning opportunities are invaluable and office working enables this and has also inspired our collective culture of teamwork.

• Base salary of £55,000.00 to £60,000.00 per annum depending on…