Information Technology Service Delivery Manager

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

Dedicated Client Account | Managed Services

Are you an experienced Service Delivery Manager who thrives on building strong customer relationships, leading high-performing teams, and delivering exceptional IT services?

We're looking for a customer-focused Service Delivery Manager to take ownership of a strategic client account, ensuring the successful delivery of managed services while driving service excellence, continual improvement, and long-term customer satisfaction.

The Opportunity

This is a highly visible role where you'll act as the primary point of contact for a key customer, overseeing the delivery of BAU support services, infrastructure operations, and project activity. You'll lead a dedicated team of technical specialists while working closely with customer stakeholders to ensure an outstanding service experience.

If you're passionate about service delivery, stakeholder management, and creating lasting customer partnerships, we'd love to hear from you.

What You'll Be Doing

• Owning the operational relationship with a strategic client account.
• Leading regular service review meetings and presenting service performance updates.
• Ensuring contractual SLAs and KPIs are consistently achieved.
• Managing and developing a dedicated team across Service Desk, Support and Infrastructure functions.
• Acting as the senior escalation point for major incidents and service concerns.
• Driving Continual Service Improvement (CSI) initiatives and measurable service enhancements.
• Working closely with technical and project teams to ensure successful project delivery.
• Identifying opportunities to increase service value and improve customer outcomes.
• Maintaining service documentation, operational processes, and governance standards.

What We're Looking For

• Proven experience in a Service Delivery Manager, Service Manager, or similar leadership position.
• Strong people management experience, including coaching, mentoring and performance management.
• Experience working within a Managed Services environment.
• Knowledge of IT Service Management principles and best practices.
• Demonstrable experience managing services against SLAs, KPIs and contractual obligations.
• Experience presenting service reports and recommendations to senior stakeholders.
• Strong stakeholder management and relationship-building skills.
• Commercial awareness and a customer-first mindset.
• Experience managing dedicated client accounts.
• Experience overseeing both managed services and project delivery.
• Exposure to cloud and infrastructure technologies.

What Success Looks Like

You'll be a confident and credible leader who enjoys building trusted partnerships with customers, developing talented teams, and continually improving services. You'll take ownership, solve problems proactively, and be committed to delivering an exceptional customer experience every day.

Why Join Us?

• Opportunity to manage a strategic customer relationship.
• Lead a dedicated technical service team.
• Significant influence over service improvement and customer success.
• Collaborative and supportive working environment.
• Chance to make a visible impact within a growing managed services organisation.