IT Service Delivery Manager

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

Location: PREFRENCE IS THE SOUTH WEST - Hybrid / Remote options available, depending on location

About the role

We are seeking an experienced IT Service Delivery Manager to take ownership of key enterprise customer relationships within a fast-paced Managed Service Provider (MSP) environment. This is an excellent opportunity for a customer-focused IT Service Management professional who combines strong relationship management skills with hands‑on operational expertise. You will be responsible for ensuring consistently high service standards, managing escalations, monitoring performance and driving continuous improvement across a range of enterprise technology services. The successful candidate will be confident engaging with senior stakeholders and executive teams while remaining comfortable overseeing day‑to‑day service operations, investigating performance issues and coordinating technical teams and third‑party suppliers. Experience within managed services is essential, ideally alongside exposure to enterprise mobility, endpoint management or end‑user computing environments.

Key responsibilities

• Own and develop strategic relationships with enterprise customers, acting as a trusted point of contact for service delivery and operational performance.
• Lead regular service reviews, Quarterly Business Reviews (QBRs) and executive steering committee meetings.
• Monitor service performance against agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and contractual commitments.
• Take ownership of major incidents, customer escalations and service‑related risks, ensuring effective communication, resolution and follow‑up.
• Drive continual service improvement initiatives, identifying trends, addressing recurring issues and improving service quality.
• Oversee incident, problem and change management processes in line with ITIL principles and established service management practices.
• Produce and present accurate service performance reports, operational insights and management information.
• Work collaboratively with technical teams, geographically dispersed resources and third‑party suppliers to maintain service standards.
• Maintain effective governance, ensuring actions are tracked, responsibilities are clear and commitments are delivered.
• Balance customer expectations, operational requirements and commercial priorities while identifying opportunities to improve service delivery.
• Support effective asset and configuration management, ensuring processes and reporting remain accurate and fit for purpose.

Essential experience and skills

To be successful in this role, you will need:

• Proven experience working within a Managed Service Provider (MSP) environment.
• Experience owning and managing enterprise customer relationships.
• A strong background in IT Service Management, with a good working knowledge of ITIL principles and processes.
• Experience leading customer service reviews, QBRs and senior stakeholder meetings.
• Demonstrable experience managing major incidents, customer escalations and service performance issues.
• Experience using ITSM platforms such as Salesforce, ServiceNow or equivalent systems.
• Ownership of KPI, SLA and operational reporting.
• Experience coordinating geographically dispersed teams and third‑party suppliers.
• Strong analytical skills, including excellent Microsoft Excel capability and the ability to interpret service performance data.
• Exposure to enterprise mobility, endpoint management or Mobile Device Management (MDM) / Unified Endpoint Management (UEM) solutions, such as SOTI, 42Gears, Microsoft Intune or Workspace ONE.

Working arrangements

The working arrangement will depend on your location:

• Candidates based outside the South West: Hybrid or remote working is available, with occasional travel to the office expected. Eligible business travel fuel expenses will be reimbursed.
• Candidates based locally to the office: Office‑based working is expected, with occasional working‑from‑home days available by agreement with the line manager.

Further details regarding the office location and travel arrangements will be discussed during the recruitment process.

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