Senior Service Delivery Manager - Hybrid/Remote

Sharp Business Systems France; Birmingham; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Sharp Business Systems France is seeking an experienced Service Delivery Manager to lead the day-to-day delivery of managed services in a hybrid working environment. You will ensure operational excellence, maintain strong client relationships, and drive continual service improvement across multiple accounts.

You will lead a team, manage SLAs and KPIs, and collaborate with onsite teams, technical specialists, service desk, and commercial teams to deliver exceptional customer outcomes.

Qualifications

• Experience leading service delivery teams.
• Strong stakeholder management and client communication skills.
• Proven ability to manage multiple client accounts and service streams.

Responsibilities

• Lead and develop a team responsible for day-to-day delivery of managed services.
• Drive accountability, performance, coaching, and development within the service function.
• Manage service delivery across multiple client accounts to meet SLAs and KPIs.
• Build trusted client relationships through proactive, white-glove service.
• Act as primary operational escalation point for service-related matters.
• Coordinate internal teams and external partners for effective issue resolution.
• Monitor service performance and deliver governance updates.

Skills

Team leadership

Stakeholder management

Client communication

Multi-client coordination

Coaching & development

IT service delivery

Problem solving

Managed Services experience

SLA management

Service reporting

Job description

Sharp Business Systems France is seeking an experienced Service Delivery Manager to lead the day-to-day delivery of managed services in a hybrid working environment. You will ensure operational excellence, maintain strong client relationships, and drive continual service improvement across multiple accounts.

You will lead a team, manage SLAs and KPIs, and collaborate with onsite teams, technical specialists, service desk, and commercial teams to deliver exceptional customer outcomes.