Service Delivery Manager

Position Overview

The Service Delivery Manager will be responsible for ensuring the successful delivery, performance and continual improvement of managed IT services to a portfolio of strategic customers. This role owns the customer service experience, ensuring services deliver measurable business value while meeting contractual commitments, service levels and operational excellence standards. The Service Delivery Manager acts as the operational owner of the customer relationship and experience, responsible for service performance, customer satisfaction, service improvement and supporting long-term customer retention and growth. Working closely with technical teams, account management and leadership, the Service Delivery Manager ensures services are delivered efficiently, escalations are managed effectively, and opportunities for improvement and optimisation are proactively identified.

Key Responsibilities

• Customer Success & Strategic Relationship Management
  • Act as the primary operational owner for assigned customer accounts
  • Build trusted relationships with customer stakeholders, including IT leadership and executives
  • Ensure services deliver real business value aligned with customer objectives
  • Lead structured Service Review Meetings (monthly / quarterly) with customers
  • Provide proactive service recommendations and improvement plans
  • Ensure customers understand service performance, risks and opportunities
• Service Delivery
  • Ensure operational service targets and contractual requirements are consistently met by managing and tracking issues through to resolution and escalating to senior technical teams where required
  • Support service delivery across a broad technology stack, including Microsoft Windows, Active Directory, O365, networking, and cloud infrastructure, ensuring timely and informed service
  • Ensure all service delivery processes and procedures are adhered to and continually refined, operating to ISO standards
  • Promote best practices within the service delivery function, supporting service quality and operational efficiency
  • Follow ITIL service management practices including Incident, Problem, Change Management and Continual Service Improvement
  • Use ITSM tools to log, monitor and resolve customer-facing incidents, maintaining accurate documentation to support knowledge sharing and ongoing improvement
• Customer Relationship Management
  • Coordinate and lead regular service review meetings and ad-hoc customer sessions, acting as the primary contact for all service-related queries
  • Build and maintain strong, trust-based relationships by understanding customer challenges, business goals and technical needs
  • Act as the central link between customers and internal technical escalation teams or external vendors, ensuring timely resolution and continuity of service
  • Proactively identify and escalate risks, applying mitigation measures to reduce disruption while maintaining a customer-focused approach
• Data Analytics & Reporting
  • Monitor, manage and report on Service Level Agreements (SLAs), ensuring performance metrics are clearly communicated to clients
  • Create and maintain detailed service reports for customers, ensuring transparency and accountability
  • Deliver proactive reporting on licensing to support strategic decision making
  • Ensure all client documentation is accurate and up to date within the existing SDM framework
• Strategic Collaboration and Business Growth
  • Support IT strategy discussions and contribute to developing Technology Roadmaps that align with industry trends and evolving customer needs
  • Offer technical service guidance to fellow Service Delivery Managers, promoting collaboration, knowledge sharing and consistent service delivery
  • Collaborate with Account Managers and Solutions teams to identify and develop opportunities that expand service offerings and strengthen client relationships
  • Partner with the wider Operations team to help deliver high quality customer experiences
• Problem-Solving and Process Improvement
  • Proactively identify and address service-related issues through thorough root cause analysis, implementing durable long term fixes
  • Demonstrate adaptability to changing technologies and operational environments, maintaining a strong focus on innovation, continuous improvement and operational quality
  • Work with cross-functional teams to refine workflows and introduce process improvements that enhance service efficiency and responsiveness
• Continuous Service Improvement
  • Work closely with the Head of Service and fellow Service Delivery Managers to develop, share and implement best practices for support and operational performance
  • Proactively identify and recommend improvements to service delivery processes and overall customer experience, promoting value
  • Take part in training, workshops and development activities to continually strengthen knowledge in service delivery, customer management and industry developments

Qualifications And Experience

• 5+ years of combined experience in Service Delivery Management within an MSP, with a solid background in service operations, infrastructure and customer-focused service delivery
• Strong understanding of IT service management frameworks and best practices
• Demonstrated ability to oversee complex IT environments while leading service delivery functions
• Experience managing corporate clients of 500+ users
• Experience or qualifications with cloud platforms
• Strong communication and interpersonal skills, with the ability to engage professionally with clients and internal teams
• Excellent organisational and time management skills, with the ability to prioritise and handle multiple demands effectively
• Comfortable working in a fast-paced environment, both independently and as part of a team
• Proficiency in IT infrastructure and cloud services
• Familiarity with service management tools and platforms
• Strong analytical and problem-solving abilities, with a focus on delivering practical solutions to complex issues
• Strong commitment to customer excellence
• Self-motivated, driven and positive in approach

Desirable Skills/Experience

• ITIL-qualified, additional technical or service operations certifications are beneficial
• Experience using Autotask or equivalent ITSM platforms

Training Or Qualifications Related To Customer Excellence

• Experience in Transition Management
• Project Management experience or relevant certification

Key Relationships

• All members of the technical and service teams
• All members of the Senior Leadership Team
• All member of the Operational Leadership Team
• All suppliers and vendors

Valuing Diversity and Inclusion

At Everything Tech Limited we aim to create a workforce that is representative of our society. Knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are regardless of; age, gender, ethnicity, sexual orientation, religion or ability

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