Senior Service Delivery Manager – MSP & ITIL Expert

Bechtle UK; Northampton; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid working

Health care benefits

25–30 days annual leave

Top-tier tech for office and home

Job summary

Bechtle UK is seeking a Service Delivery Manager to oversee end-to-end service delivery for key MSP clients from our Northampton area. You will own outcomes, drive improvements and build trusted partnerships with customers.

You will lead reviews, manage escalations and risk, and translate data into proactive actions. The role requires strong ITIL understanding, stakeholder management, and a proactive, detail-oriented approach in a dynamic environment.

Qualifications

• Proven Service Delivery experience within an MSP environment.
• Strong ITIL knowledge and SLA/KPI management.
• Excellent communication and stakeholder management.
• Commercial awareness with focus on retention and value delivery.
• Ability to lead through influence and take ownership.

Responsibilities

• Own end-to-end service delivery across key managed service clients.
• Build strong customer relationships and act as their advocate.
• Drive service performance, SLA delivery, and continual improvement.
• Lead service reviews (MSRs/QBRs) with insight-led recommendations.
• Manage risk, escalations, and customer sentiment proactively.
• Work cross-functionally to ensure accountability and delivery.
• Take full ownership of service outcomes across multiple clients.
• Apply strong IT service management knowledge within a managed services environment.
• Confidently manage escalations, risk, and customer sentiment.
• Translate operational data into meaningful insights and actions.
• Collaborate across technical, commercial, and leadership teams.
• Stay highly organised and prioritise effectively in a fast-paced environment.
• Maintain a proactive mindset focused on continual service improvement and innovation.

Skills

ITIL

SLA/KPI management

CSIPs

Stakeholder management

Commercial awareness

Leadership through influence

Job description

Bechtle UK is seeking a Service Delivery Manager to oversee end-to-end service delivery for key MSP clients from our Northampton area. You will own outcomes, drive improvements and build trusted partnerships with customers.

You will lead reviews, manage escalations and risk, and translate data into proactive actions. The role requires strong ITIL understanding, stakeholder management, and a proactive, detail-oriented approach in a dynamic environment.