Client-Facing IT Service Delivery Lead (M365 & Azure)

Nigel Frank International; Warrington; On-site; GBP 55,000 - 75,000; Full time

Job summary

Nigel Frank International is seeking an IT Service Delivery Manager for a Microsoft-focused consultancy. You will sit between the client and the service desk, ensuring clear communication, strong relationships with senior stakeholders and consistent service delivery across Microsoft 365 and Azure.

You will lead service reviews, produce dashboards, and translate technical issues into business updates. The role blends customer-facing responsibilities with technical credibility, requiring ITIL

Qualifications

• Experience in a Service Delivery Manager, Technical Service Manager, Service Desk Manager or similar client-facing managed-services role.
• Proven experience managing relationships with customers and senior stakeholders.
• Understanding of ITIL-aligned service management, ticketing, SLAs, escalations, service reporting and continual service improvement.

Responsibilities

• Act as the main day-to-day service contact for a key client, building strong relationships across operational and senior stakeholders.
• Work closely with the service desk to manage service performance, priorities, escalations and communication.
• Lead regular service reviews and produce dashboards and reports that give the client clear visibility of performance, trends, risks and improvement activity.
• Bring structure to service processes without adding unnecessary bureaucracy or slowing down technical delivery.
• Translate technical issues and service activity into clear, commercially aware updates for non-technical stakeholders.
• Identify recurring issues and opportunities to improve the client experience, service processes and overall quality of delivery.
• Support the service desk during significant incidents and ensure stakeholders receive appropriate, timely communication.

Skills

Service Delivery Management

Stakeholder Management

ITIL & Service Management

Technical Credibility: M365/Azure

Communication Skills

Managed Services

Job description

Nigel Frank International is seeking an IT Service Delivery Manager for a Microsoft-focused consultancy. You will sit between the client and the service desk, ensuring clear communication, strong relationships with senior stakeholders and consistent service delivery across Microsoft 365 and Azure.

You will lead service reviews, produce dashboards, and translate technical issues into business updates. The role blends customer-facing responsibilities with technical credibility, requiring ITIL