IT MSP Service Delivery Manager — Hybrid & Growth

Razorblue Group; Thornaby-on-Tees; Hybrid; GBP 55,000 - 60,000; Full time

Benefits offered by this job

Base salary £55,000–£60,000 per annum

Hybrid working

Flexible working to suit your worklife

25 days holidays + public holidays + 5

Private Health Insurance

Birthday day off

Maternity/Paternity/Adoption leave + a

Training and accreditations

Charity volunteering days

Discounted Broadband

Life insurance

Team social fund

Cycle to Work

Currys tech partnership

EV Scheme

Job summary

Razorblue Group is seeking a Service Delivery Manager to own service delivery across multiple customers. You will oversee performance, escalations, reporting and continuous improvement while aligning with commercial goals in a hybrid IT services environment.

The role emphasizes strong customer relationships, governance, and collaboration with technical and commercial teams to drive outcomes and service growth.

Qualifications

• ITIL Foundation (v3/v4) certification.
• Experience in IT Service Delivery, Managed Services or an MSP environment.
• Strong understanding of IT Service Management (ITSM) principles.
• Experience managing customer relationships and service escalations.
• Strong communication, stakeholder management and reporting skills.
• Strong problem-solving skills with a focus on continuous improvement.
• Commercial awareness and the ability to balance customer and business needs.
• People centric approach & service
• Excellent conversational fluency in English is required to clearly explain complex technical issues

Responsibilities

• Manage customer service delivery, governance and contractual commitments.
• Oversee service performance, risk management and operational excellence for a portfolio of customers.
• Build strong customer relationships and lead service escalations.
• Provide reporting, insight and recommendations to drive better outcomes.
• Support commercial performance, profitability and service growth.
• Drive continual service improvement and optimisation initiatives.

Skills

ITIL Foundation

ITSM

Stakeholder management

Reporting

Customer relationships

Escalation management

Commercial awareness

Continuous improvement

Job description

Razorblue Group is seeking a Service Delivery Manager to own service delivery across multiple customers. You will oversee performance, escalations, reporting and continuous improvement while aligning with commercial goals in a hybrid IT services environment.

The role emphasizes strong customer relationships, governance, and collaboration with technical and commercial teams to drive outcomes and service growth.