Client-Facing IT Service Delivery Manager for Microsoft 365

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

Job summary

Nigel Frank International is recruiting an IT Service Delivery Manager for a Microsoft Gold Partner, working with a key managed-service customer. You will sit between the client and the consultancy's service desk, bringing structure, clarity and reassurance to the service while ensuring the technical team can continue to deliver at pace.

You will build trusted relationships with senior client stakeholders, take ownership of service communications and escalations, and translate service activity

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.
• Technical understanding of Microsoft 365, Azure and end-user devices; able to engage credibly in technical conversations.

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

Stakeholder management

Communication skills

Service delivery management

ITIL / service management

Escalation & reporting

Tools

Microsoft 365

Azure

End-user devices

Job description

Nigel Frank International is recruiting an IT Service Delivery Manager for a Microsoft Gold Partner, working with a key managed-service customer. You will sit between the client and the consultancy's service desk, bringing structure, clarity and reassurance to the service while ensuring the technical team can continue to deliver at pace.

You will build trusted relationships with senior client stakeholders, take ownership of service communications and escalations, and translate service activity