Service Delivery Manager

London
8 months ago
Applications closed

Related Jobs

View all jobs

IT Portfolio Manager

Cybersecurity Operations Manager

Senior Programme Manager - SOC (Government)

IT Manager

Security Operations Centre (SOC) Manager – SC Cleared

Information Security Manager

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

Subscribe to Future Tech Insights for the latest jobs & insights, direct to your inbox.

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

Industry Insights

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

Jobs

How to Write a Cyber Security Job Ad That Attracts the Right People

Cyber security is now a board-level priority for organisations across the UK. From financial services and healthcare to critical infrastructure, SaaS platforms and the public sector, demand for skilled cyber security professionals continues to grow. Yet despite this demand, many employers struggle to attract the right candidates. Cyber security job adverts often generate large volumes of applications, but few are a genuine match. Meanwhile, experienced security engineers, analysts and architects quietly ignore adverts that feel vague, unrealistic or disconnected from real security work. In most cases, the problem is not a lack of talent — it is the quality of the job advert. Cyber security professionals are trained to assess risk, spot weaknesses and question assumptions. A poorly written job ad signals organisational immaturity and weak security culture. A well-written one signals seriousness, competence and trust. This guide explains how to write a cyber security job ad that attracts the right people, improves applicant quality and positions your organisation as a credible security employer.

Education Jobs

Maths for Cyber Security Jobs: The Only Topics You Actually Need (& How to Learn Them)

If you are applying for cyber security jobs in the UK it can feel like “real security people” must be brilliant at maths. The reality is simpler: most roles do not need degree-level pure maths. What they do need is confidence with a small set of practical topics that show up repeatedly in day-to-day work across SOC, incident response, cloud security, AppSec, threat detection, IAM & security engineering. This guide strips the maths down to what actually helps you get hired. It includes a 6-week learning plan plus portfolio projects you can publish to prove the skills. You will focus on: Number systems & bitwise thinking (binary, hex, bytes, XOR) Modular arithmetic basics (enough to understand how modern crypto “works”) Probability & statistics for detection, triage & risk Discrete maths for logic, sets, graphs & complexity Security maths habits: estimation, false positive control & evidence-led reporting You will not waste time on heavy theory that rarely appears in junior or mid-level cyber security roles.

Jobs

Neurodiversity in Cyber Security Careers: Turning Different Thinking into a Superpower

Cyber security is all about thinking like an attacker, spotting unusual patterns, protecting systems & responding calmly when everything looks like it’s on fire. It’s a discipline built on curiosity, persistence & noticing things other people miss. That’s exactly why it can be such a good fit for many neurodivergent people. If you live with ADHD, autism or dyslexia, you may have been told your brain is “too distracted”, “too literal” or “too disorganised” for a security role. In reality, the traits that can make traditional office work tough often line up beautifully with cyber security work – from hyperfocus in incident response to meticulous analysis in threat hunting. This guide is written for cyber security job seekers in the UK. We’ll look at: What neurodiversity means in a cyber context How ADHD, autism & dyslexia strengths map to different security roles Practical workplace adjustments you can ask for under UK law How to talk about neurodivergence during applications & interviews By the end, you’ll have a clearer sense of where you might thrive in cyber security – & how to turn “different thinking” into a genuine superpower.

🍪 We use cookies to enhance your browsing experience on our website. By continuing to use this site, you consent to the use of cookies as described in our Cookie Policy. You can review our Cookie Policy for more information.