Service Delivery Manager

Service Delivery Manager

As a Service Delivery Manager you will work be accountable for end-to-end service delivery performance and customer experience across assigned managed service customers. You will operate as a trusted partner ensuring services are proactive value-led and aligned to customer business outcomes.

Success is measured by customer trust service quality retention and perceived value not just SLA attainment. You will have a single point of accountability owning outcomes driving improvements and ensuring customer confidence in both service and organisation.

Job Role Responsibilities.

• Own end-to-end service delivery across key managed service clients.
• Build strong customer relationships and act as their advocate.
• Drive service performance SLA delivery and continual improvement.
• Lead service reviews (MSRs/QBRs) with insight-led recommendations.
• Manage risk escalations and customer sentiment proactively.
• Work cross-functionally to ensure accountability and delivery.
• Ability to take full ownership of service outcomes across multiple clients.
• Strong understanding of IT service management within a managed services environment.
• Confidence in managing escalations risk and customer sentiment.
• Ability to translate operational data into meaningful insights and actions.
• Comfortable working cross-functionally with technical commercial and leadership teams.
• Highly organised with the ability to prioritise effectively in a fast-paced environment.
• A proactive mindset with a focus on continual service improvement and innovation.

Job Requirements

• Proven Service Delivery experience within an MSP environment
• Strong understanding of ITIL SLA/KPI management and CSIPs
• Excellent communication and stakeholder management skills
• Commercial awareness with a focus on retention and value delivery
• Ability to lead through influence take ownership and act decisively

What we offer

• Hybrid Working (3 days in / up to 2 days remote if required after probation which is 3 months)
• Salary Competitive salary.
• Location Northampton
• Culture Social events Supportive Fun Hard working
• Perks Incentives (holidays vouchers lunches spot prizes)
• Top of the range technology in office and for home working (laptops screens etc)
• Subsidised health care/medical benefits
• Annual Leave 25-30* days plus B. Hs optional 2 weeks unpaid. *Increases with time spent

Experience

• Proven experience as a Service Delivery Manager (or similar role) within a Managed Services provider
• Demonstrable experience managing SLAs KPIs and service performance
• Experience leading customer service reviews (MSRs/QBRs) and presenting to stakeholders
• Strong working knowledge of ITIL frameworks (Incident Problem Change and CSI)
• Experience managing technical escalations across multi-tier support teams
• Exposure to Microsoft-based environments (e.g. O365 Active Directory Windows Server) and wider infrastructure services
• Experience contributing to service improvement initiatives and driving measurable outcomes

Reports to:

Head of Service Delivery