Customer-Centric Service Delivery Manager (Hybrid)

ECS Resource Group; Metropolitan Borough of Solihull; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

ECS Resource Group in Solihull is seeking a customer-focused Service Delivery Manager to own day-to-day service performance and relationships with B2B clients.

The role covers IT infrastructure, networking and managed services, with a hybrid work pattern (3 days in the office) and flexible core hours. You will lead service reviews, report on SLAs and drive service improvements. You will work closely with technical, sales and delivery teams to deliver the right outcomes for customers.

Qualifications

• Experience within IT, telecoms, networking, infrastructure or managed services.
• Knowledge of LAN, WAN, Wi‑Fi, connectivity or security services.
• Experience leading service reviews and managing Service Improvement Plans.
• Proven track record of handling customer escalations and improving customer satisfaction.

Responsibilities

• Acting as a trusted partner and primary service contact for B2B customers.
• Leading regular service performance meetings & quarterly customer reviews.
• Monitoring SLAs, KPIs, customer satisfaction & service performance.
• Creating and managing Service Improvement Plans.
• Proactively managing customer escalations, incidents and service requests.
• Producing clear and insightful service performance reports.
• Building strong relationships with customer stakeholders and internal teams.
• Gathering customer feedback and identifying opportunities for improvement.
• Supporting customer retention and contract renewals.

Skills

Customer relationship management

Service delivery

SLAs & KPIs

IT networking & telecoms

Report generation

Job description

ECS Resource Group in Solihull is seeking a customer-focused Service Delivery Manager to own day-to-day service performance and relationships with B2B clients.

The role covers IT infrastructure, networking and managed services, with a hybrid work pattern (3 days in the office) and flexible core hours. You will lead service reviews, report on SLAs and drive service improvements. You will work closely with technical, sales and delivery teams to deliver the right outcomes for customers.