Service Delivery Manager

London
1 week ago
Create job alert

Service Delivery Manager – MSP - Permanent – Hybrid/London – Up to £65,000 Per Annum + 10% bonus

The Service Delivery Manager will join a small infrastructure team within a fast growing IT Solutions company. you will be responsible for ensuring seamless service delivery while building and maintaining strong client relationships and ensuring the business delivers a high-quality customer experience. Your focus will need to include service delivery management, customer success, as well as internal and external relationship management ensuring client SLAs are met, satisfaction levels are high, opportunities for growth are realised and contract renewals are achieved.

Key Responsibilities

The Service Delivery and Manager main areas of focus are provided below as a guide:

Service Delivery Management:

  • Build strong relationships across the business to maintain high levels of customer satisfaction.

  • Owner of the escalation process the Service Delivery and Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.

  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.

  • Challenge and assist the Operations Team in pursuit of high quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated teams and systems.

  • Arrange, drive and direct internal and customer service review meetings covering performance, service improvements, quality and processes.

  • Manage the SIP process for all customers ensuring it is kept up to date and all parties understand their obligations.

  • Champion service and support in projects and developing a strong understanding of all projects ensuring service impact is minimised and agreed across all teams.

  • Responsible to understanding and ensuring all customer’s service management statements of work are fulfilled as per the contractual obligations.

  • Ensuring all customer manuals (OSMs etc) are kept up to date by the Operations team.

    Customer Success Management:

  • Work with the Service Design team to help define and implement customer success strategies, ensuring customer retention and satisfaction, and advocacy.

  • Create and manage customer success plans tailored to individual client needs and goals.

  • Monitor client health scores and proactively address potential issues working with the relevant teams to ensure speedy resolution.

    Client Relationship Management:

  • Be an ambassador for the company, working across the client base to provide effective communication on IT matters and build relationships to ensure effective dialogue.

  • Maintain regular client contact outside of formal reviews, managing escalations and expectations particularly when they are unrealistic and/or challenging.

  • Identify and capitalise on opportunities for up-selling and cross-selling additional services bringing in the relevant teams and/or colleagues to assist or to handover to.

    Performance Management:

  • Monitor and analyse service delivery and customer success metrics, generating insights via reports and analysing trends for continuous improvement.

  • Monitor KPIs to ensure the service delivery and wider customer success teams meet or exceed targets.

  • Tracking and ensuring all contractual obligations are being met including but not limited to, reporting, monitoring, and governance.

  • Ensuring all relevant ISO obligations are being met for this role.

    Client Growth & Expansion:

  • Collaborate with the sales and marketing teams to identify and pursue opportunities for expanding client accounts.

  • Develop strategies with the relevant teams to increase client engagement, loyalty, and advocacy.

    Qualifications and Skills

  • ITIL qualified.

  • Customer Centric, experience of working with multiple customers.

  • Chairing and reporting service reviews for clients.

  • Delivering against Service Level Agreements, customer commitments and Service Improvement Programmes.

  • Service Management or Support in a diverse environment of incident management, escalation procedures and related disciplines.

  • Transitioning of projects in and out of service teams.

  • Experience managing Service Delivery across the end user support services (Service Desk, Infrastructure, Networking etc).

  • Experience of managing 3rd parties and 3rd party delivered services.

  • Able to demonstrate a high degree of flexibility including out of hours working.

    The Company

    A leading IT consultancy dedicated to simplifying complexity through a fresh, transparent approach. Founded in 2012 by infrastructure and network experts frustrated with industry norms, this innovative organization delivers a comprehensive suite of IT services and solutions with a defining difference – frank, open, and honest partnerships that enable clients to gain insights for synergy between operations and strategy.

    With an impressive client portfolio spanning SMBs to renowned brands, this ISO 9001 and 27001 certified company boasts a world-class team skilled in designing, implementing, and supporting enterprise-level networks and infrastructure. Guided by robust quality management and information security practices, it fosters strong client relationships built on exceptional service delivery and a commitment to doing things the right way for continued mutual success.

    Training

    The IT industry along with technology is constantly evolving and as a result, ongoing training and mentoring forms a key part of the role.
    Training will be provided in many forms such as “on the job”, self-study and structured learning.

    Travel and Location

    The role will be a hybrid position with regular attendance at the company’s London Bridge office or clients’ premises as required.
    This organisation works with several large international customers; as such, travel to both national and international customer sites may from time to time be required

Related Jobs

View all jobs

IT Service Delivery Manager

Fire & Security Engineer

Senior Network & Security Engineer

Senior Network & Security Engineer

Senior Network & Security Engineer

Group Service Desk Manager (Hemel Hempstead)

Get the latest insights and jobs direct. Sign up for our newsletter.

By subscribing you agree to our privacy policy and terms of service.

Industry Insights

Discover insightful articles, industry insights, expert tips, and curated resources.

Cyber Security Job Interview Warm‑Up: 30 Real Coding & System‑Design Questions

The need for skilled cyber security professionals has never been greater. As organisations rapidly digitise their operations and store increasing amounts of sensitive data online, cyber threats loom large—ranging from sophisticated ransomware attacks to insider threats and state‑sponsored espionage. Against this backdrop, cyber security jobs remain some of the most in‑demand and mission‑critical roles on the market. If you’re preparing for a cyber security interview, expect to be tested on a broad spectrum of topics—from secure coding and incident response to network security architecture and compliance standards. In many cases, companies also include problem‑solving exercises and system design scenarios to gauge how well you can apply theoretical knowledge to real‑world threats. To help you ace these assessments, we’ve compiled 30 real coding & system‑design questions you might encounter. Each reflects a key area of cyber security—whether it’s encryption and key management, threat modelling, or designing a zero‑trust network. Along the way, we’ll offer insights and best practices so you can stand out from the crowd. If you’re on the lookout for exciting cyber security roles in the UK, head to www.cybersecurityjobs.tech. There, you’ll discover a range of positions—covering everything from penetration testing and threat intelligence to compliance management and security operations. Let’s dive into the essentials of interview readiness.

Negotiating Your Cybersecurity Job Offer: Equity, Bonuses & Perks Explained

How to Secure Compensation That Reflects Your Value in the UK’s High-Stakes Cybersecurity Sector Introduction As cyber threats grow more sophisticated and frequent, cybersecurity professionals have never been more in demand. From thwarting ransomware attacks to architecting secure cloud infrastructures, mid‑senior cybersecurity experts play a critical role in safeguarding a company’s data and reputation. Thanks to this growing reliance on cybersecurity, employers in the UK are going above and beyond simple salary offers to attract the top echelon of talent. Although base salary remains a key component of any job offer, the broader package—encompassing equity, bonuses, and perks—can often surpass what you’d gain from a small bump in monthly pay. For cybersecurity specialists working in areas such as threat intelligence, incident response, penetration testing, or compliance, the complexity and risk mitigation you bring to the table is massive. Knowing how to negotiate the entire package ensures you are duly rewarded for keeping an organisation’s data, assets, and operations safe. In this guide, we’ll delve into every aspect of negotiating a cybersecurity job offer. Whether you’re pivoting to a mid‑senior role or cementing your expertise at an established security consultancy, understanding the full range of compensation elements will help you secure an offer that acknowledges the criticality of what you do. Let’s explore equity options, performance bonuses, and the perks that matter most, so you can come out of your next job negotiation confident that you’re getting more than just a salary.

Cyber Security Jobs in the Public Sector: Protecting the UK’s Digital Future

Cyber threats have grown exponentially in recent years, targeting both private businesses and government institutions. As technology becomes ever more embedded in daily life—managing everything from national security to healthcare records—the risk of cyber attacks also increases. In the UK public sector, where vital services and sensitive citizen data are at stake, cyber security has become a top priority. For professionals looking for a meaningful career at the intersection of technology, national security, and public service, cyber security jobs in the UK public sector present an exciting and fulfilling path. In this blog post, we’ll delve into why cyber security is so critical to government agencies, the most in-demand roles, the skills and qualifications required, and how to navigate the application process. By the end, you’ll have a clearer sense of how you can leverage your technical expertise to protect the nation’s digital infrastructure.