Remote Managed Services Delivery Lead

Embridge Consulting; United Kingdom; Remote; GBP 45,000 - 70,000; Full time

Benefits offered by this job

Health benefits

Pension contribution

Excellent career progression

Unit4 certifications

Job summary

Embridge Consulting is seeking a Service Delivery Manager to lead the EMS team in delivering high-quality managed services for multiple clients. You will mentor staff, monitor performance against targets, and promote service excellence under the Head of Customer Success.

You will drive upsell opportunities, feed customer insights into product development, and ensure delivery conforms to ITIL practices while maintaining strong client relationships across the UK.

Qualifications

• 2-3 years delivery support in multi-client environment.
• Excellent analytical and investigation skills.
• Excellent problem-solving skills.
• In-depth knowledge of UBW Modules or other ERP system.
• Ability to create and deliver presentations.
• Confident leader with collaborative style and practical approach.

Responsibilities

• Respond to customers in a timely manner and per SLAs.
• Own logged tickets and provide solution/workaround/action plan to meet utilization target of 35%.
• Assist colleagues with tickets and act as escalation point for customers.
• Ensure consistent, professional delivery of the assigned team's managed service.
• Mentor and coach Managed Services Team members.
• Manage, develop and grow a high-performance team to achieve service delivery targets.
• Ensure EMS conforms to ITIL and service delivery best practices; drive continuous improvement.
• Support business development for the Managed Services team and assist with pre-sales when required.
• Engage with clients from pre-sales to go-live as the go-to authority on Managed Services.
• Liaise with third-party providers and vendors related to Managed Services.
• Feed into development of new products and solutions to remain competitive.
• Manage existing accounts to upsell and develop long-term relationships.
• Perform other ad hoc tasks as required by Head of Customer Success.

Job description

Embridge Consulting is seeking a Service Delivery Manager to lead the EMS team in delivering high-quality managed services for multiple clients. You will mentor staff, monitor performance against targets, and promote service excellence under the Head of Customer Success.

You will drive upsell opportunities, feed customer insights into product development, and ensure delivery conforms to ITIL practices while maintaining strong client relationships across the UK.