Senior Service Delivery Manager

Penta Consulting; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Penta Consulting, a leading technology service provider, is seeking a Vendor Delivery Manager to drive support for their key clients. The role involves problem-solving, client interaction, and operational analysis. Ideal candidates have extensive experience in incident management, strong communication skills, and are comfortable in high-pressure situations.

Qualifications

• 5+ years in incident management and support in enterprise environments.
• Strong data analysis skills, especially in Excel.
• Experienced in managing vendor relationships.

Responsibilities

• Provide proactive and reactive technical support to key accounts.
• Own resolution processes for critical issues and ensure client satisfaction.
• Monitor service request queues and drive performance improvements.

Skills

Incident Management

Data Analysis

Vendor Management

Stakeholder Communication

Education

ITIL certification

Experience in enterprise environments

Exposure to Lean Six Sigma

Job description

Direct message the job poster from Penta Consulting

Vendor Delivery Manager at Penta Consulting

Penta Consulting are a technology service provider and leading outsourced partner helping to deliver professional and managed solutions across EMEA.

Are you driven by solving complex challenges and supporting high-value customers? Do you excel in fast-paced environments and know how to turn problems into solutions? Join our client, where you’ll be the frontline of expert support for major clients.

What You’ll Do:

• Provide proactive and reactive Technical Support to key accounts and, where applicable, through theAssistance Centre.
• Own the resolution process for critical issues, ensuring follow-up and closure for our most strategic customers.
• Monitor service request queues using standard tools, ensuring cases are addressed and progressed efficiently.
• Act as a key liaison between internal teams and customers, coordinating efforts to drive resolution.
• Maintain strong client relationships through effective communication channels including phone, email, video calls, and collaboration tools.
• Support root cause and operational analysis alongside Engineers.
• Generate regular reports, track SLAs, and analyze performance trends to drive continuous improvement.
• Participate in and support customer service reviews to strengthen partnership and trust.

Who You Are:

• Experienced in incident management (5+ years), especially in enterprise environments.
• Familiar with ITIL v4 frameworks (certification is a plus).
• Background in networking and technical environments is highly desirable.
• Experienced in vendor and third-party management.
• Strong in data analysis—confident using Excel to extract, interpret, and present insights.
• Comfortable presenting to and communicating with stakeholders at all levels.
• Skilled in managing conflict and turning difficult situations into positive outcomes.
• Exposure to Lean Six Sigma methodologies is a bonus.
• Calm, clear, and professional—especially when the pressure is on.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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