Senior Service Delivery Manager

Overall ownership & accountability for the management and successful delivery of contracted services, across a wide range of customers. The role is responsible for ensuring all IT & related services meet contracted specifications across the full-service lifecycle.
Client Relationship building is crucial in this role, building & maintaining strong customer relationships is key to delivering exceptional service for new & existing customers. You will act as the central point of contact for service delivery for your aligned accounts, focusing on customer experience and driving satisfaction.

• Build, own, and manage strong client relationships, acting as the primary point of contact for service delivery.
• Own and manage the delivery of services in line with contracted service levels, ensuring performance and compliance with all obligations.
• Lead regular, structured service review meetings with clients, including the production and presentation of monthly service reports.
• Analyse service performance data (e.g. trend analysis, monthly metrics) to provide actionable insights and drive improvements in service quality and customer satisfaction.
• Maintain and manage Continual Service Improvement (CSI) plans and RAID logs to monitor risks, issues, and service enhancement initiatives.
• Ensure service delivery processes and procedures are robust, documented, and consistently followed to maintain high performance standards.
• Proactively recommend and drive improvements to both internal services and client environments, leveraging insights from service reviews and data.
• Contribute to client ICT strategy and development roadmaps by understanding business needs and aligning services accordingly.
• Identify opportunities for service enhancement, cost optimisation, and potential upselling of additional services.
• Accountable for owning the renewal conversations in collaboration with Account Management
• Collaborate effectively with cross-functional teams, including Account Management, Project Delivery, Consultancy, and Department Heads.
• Lead and support internal service delivery initiatives, driving operational efficiency and positive change within the Service Delivery function.

• Proven experience working within a Microsoft Partner environment, with a strong understanding of partner/customer dynamics.
• Previous Service Delivery/Customer Success experience with Enterprise level customers
• Strong experience in managing client relationships, ensuring satisfaction and long-term engagement.
• Skilled at managing both internal and external stakeholders, balancing needs and aligning expectations.
• Experienced in escalation management, handling critical issues efficiently and professionally.
• Excellent ability to organise, prioritise, and manage tasks in a fast-paced, multi-client environment.
• Customer service-focused, with a drive to exceed expectations and build trust.
• High emphasis on Continual Service Improvement (CSI), with a proactive mindset.
• Demonstrated track record of enhancing service delivery and improving customer experience.
• Strong problem-solving, communication, and attention to detail — essential soft skills for service leadership.

In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey:

• To work at a 3* World Class Best Company 
• Flexibility over where you work with our Winning from Anywhere® approach 
• 25 days holiday 
• Home working allowance paid monthly 
• Winning from Anywhere® allowance to help your set up at home 
• 24/7 GP at hand 
• Immediate 24/7 access to an Employee Assistance Programme 
• We’ll support you when you’re not well with our Company sick pay scheme 
• Private health insurance after a successful year’s service 
• Enhanced parental pay and leave, supporting you with those precious life moments 
• Access to the Perkbox platform to help make your money go further 
• Cyclescheme 
• Electric car scheme 
• And many more!