Enterprise IT Service Delivery Lead (Hybrid/Remote)

IT Stars Recruitment; United Kingdom; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

IT Stars Recruitment is seeking an experienced IT Service Delivery Manager to own enterprise customer relationships in a fast-paced MSP environment. You will ensure high service standards, manage escalations, monitor performance, and drive continuous improvement across enterprise tech services.

Engage with senior stakeholders while coordinating IT teams and third-party suppliers. The role requires strong ITSM expertise, ITIL knowledge, and experience leading service reviews, incident management,

Qualifications

• Proven MSP experience and enterprise account care.
• Strong IT Service Management background with ITIL knowledge.
• Experience leading service reviews (QBRs) and executive steering.
• Demonstrated handling of major incidents and customer escalations.
• Ability to produce and present service performance reports.
• Experience coordinating geographically dispersed teams and vendors.
• Exposure to enterprise mobility/MDM/UEM (SOTI, 42Gears, Intune, Workspace ONE).
• Familiarity with ITSM tools such as Salesforce or ServiceNow.

Responsibilities

• Own strategic relationships with enterprise customers and be the trusted service delivery contact.
• Lead regular service reviews, QBRs and executive steering committee meetings.
• Monitor performance against SLAs, KPIs and contractual commitments.
• Own major incidents, customer escalations and service-related risks with clear communication.
• Drive continual service improvement and address recurring issues.
• Oversee incident, problem and change management in line with ITIL.
• Produce and present accurate service performance reports and insights.
• Collaborate with technical teams and third-party suppliers to maintain standards.
• Ensure governance, tracking of actions, and delivery of commitments.
• Balance customer expectations with operational and commercial priorities.

Skills

MSP experience

Enterprise customer relationships

IT Service Management

ITIL framework

Executive stakeholder engagement

Major incident management

QBRs and reviews

ITSM platforms (Salesforce/ServiceNow)

Operational reporting (KPI/SLA)

Cross-functional / dispersed teams

MSP vendor coordination

Microsoft Excel analytics

MDM/UEM exposure

Tools

Salesforce

ServiceNow

Job description

IT Stars Recruitment is seeking an experienced IT Service Delivery Manager to own enterprise customer relationships in a fast-paced MSP environment. You will ensure high service standards, manage escalations, monitor performance, and drive continuous improvement across enterprise tech services.

Engage with senior stakeholders while coordinating IT teams and third-party suppliers. The role requires strong ITSM expertise, ITIL knowledge, and experience leading service reviews, incident management,