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. H’s + 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