IT Service Delivery Manager

Nigel Frank International; Warrington; On-site; GBP 55,000 - 75,000; Full time

Job summary

Nigel Frank International is recruiting an IT Service Delivery Manager for a Microsoft Gold Partner, working with a key managed-service customer. You will sit between the client and the consultancy's service desk, bringing structure, clarity and reassurance to the service while ensuring the technical team can continue to deliver at pace.

You will build trusted relationships with senior client stakeholders, take ownership of service communications and escalations, and translate service activity

Qualifications

• Experience in a Service Delivery Manager, Technical Service Manager, Service Desk Manager or similar client-facing managed-services role.
• Proven experience managing relationships with customers and senior stakeholders.
• Understanding of ITIL-aligned service management, ticketing, SLAs, escalations, service reporting and continual service improvement.
• Technical understanding of Microsoft 365, Azure and end-user devices; able to engage credibly in technical conversations.

Responsibilities

• Act as the main day-to-day service contact for a key client, building strong relationships across operational and senior stakeholders.
• Work closely with the service desk to manage service performance, priorities, escalations and communication.
• Lead regular service reviews and produce dashboards and reports that give the client clear visibility of performance, trends, risks and improvement activity.
• Bring structure to service processes without adding unnecessary bureaucracy or slowing down technical delivery.
• Translate technical issues and service activity into clear, commercially aware updates for non-technical stakeholders.
• Identify recurring issues and opportunities to improve the client experience, service processes and overall quality of delivery.
• Support the service desk during significant incidents and ensure stakeholders receive appropriate, timely communication.

Skills

Stakeholder management

Communication skills

Service delivery management

ITIL / service management

Escalation & reporting

Tools

Microsoft 365

Azure

End-user devices

Job description

Technology: Microsoft 365, Azure, End User Computing / Devices, Managed Services

Nigel Frank International is working with a Microsoft Gold Partner and growing Cloud and Modern Workplace consultancy to recruit an IT Service Delivery Manager.

This is a client-facing role supporting one of the business’s key managed-service customers. You will sit between the client and the consultancy's technical service desk - bringing structure, clarity and reassurance to the service while ensuring the technical team can continue to deliver at pace.

You will build trusted relationships with senior client stakeholders, take ownership of service communication and escalation management, and turn service activity into clear, meaningful reporting. You will also work closely with the service desk to improve processes, create a more structured service model and ensure issues are handled in the right way.

This is not a pure account-management role, nor is it solely an internal service desk management position. It requires someone who is comfortable in front of customers, understands how a modern MSP service desk operates, and has enough technical credibility to discuss Microsoft 365, Azure and end-user support with confidence.

Responsibilities

• Act as the main day-to-day service contact for a key client, building strong relationships across operational and senior stakeholders.
• Work closely with the service desk to manage service performance, priorities, escalations and communication.
• Lead regular service reviews and produce dashboards and reports that give the client clear visibility of performance, trends, risks and improvement activity.
• Bring structure to service processes without adding unnecessary bureaucracy or slowing down technical delivery.
• Translate technical issues and service activity into clear, commercially aware updates for non-technical stakeholders.
• Identify recurring issues and opportunities to improve the client experience, service processes and overall quality of delivery.
• Support the service desk during significant incidents and ensure stakeholders receive appropriate, timely communication.

What we are looking for

• Experience in a Service Delivery Manager, Technical Service Manager, Service Desk Manager or similar client-facing managed-services role.
• Proven experience managing relationships with customers and senior stakeholders.
• An understanding of ITIL-aligned service management, ticketing, SLAs, escalations, service reporting and continual service improvement.
• Technical understanding of Microsoft 365, Azure, end-user devices and modern workplace support. You will not be expected to deliver hands-on support, but you must be able to engage credibly in technical conversations.
• Strong communication skills, sound judgement and the confidence to manage difficult conversations professionally.
• Experience within an MSP, IT consultancy or outsourced IT environment would be highly beneficial.

This is an excellent opportunity for someone who enjoys the balance of customer-facing service delivery and technical operations, and wants to make a visible impact within a growing Microsoft-focused consultancy.