Client-Focused IT Service Delivery Lead

Sharp UK; Aston; On-site; GBP 60,000 - 90,000; Full time

Job summary

Sharp UK is seeking a Service Delivery Manager to own a strategic client account and drive exceptional managed IT services. You will lead a dedicated team across Service Desk, Support and Infrastructure, ensuring effective operations and strong customer partnerships.

In this role you will chair service reviews, report on performance, manage SLAs and KPIs, and drive continual service improvement while collaborating with project teams to deliver initiatives and enhance customer outcomes.

Qualifications

• Experience leading service delivery teams within IT/Managed Services.
• Proven ability to manage SLAs, KPIs and contractual obligations.
• Strong stakeholder management and customer-focused mindset.

Responsibilities

• Own operational relationship with a strategic client account.
• Lead service reviews and present performance updates.
• Ensure contractual SLAs and KPIs are achieved.
• Manage and develop a team across Service Desk, Support and Infrastructure.
• Act as senior escalation point for major incidents and service concerns.
• Drive Continual Service Improvement initiatives and service enhancements.
• Collaborate with technical and project teams to deliver projects.
• Identify opportunities to increase service value and outcomes.
• Maintain service documentation, processes and governance.

Skills

Leadership

Stakeholder management

People management

ITIL / ITSM knowledge

Managed Services experience

Project delivery experience

Cloud & infrastructure exposure

SLA/KPI management

Job description

Sharp UK is seeking a Service Delivery Manager to own a strategic client account and drive exceptional managed IT services. You will lead a dedicated team across Service Desk, Support and Infrastructure, ensuring effective operations and strong customer partnerships.

In this role you will chair service reviews, report on performance, manage SLAs and KPIs, and drive continual service improvement while collaborating with project teams to deliver initiatives and enhance customer outcomes.