Service Delivery Manager

Sharp UK; Aston; Vor Ort; GBP 70.000 - 90.000; Vollzeit

Zusammenfassung

Sharp UK is seeking an experienced Service Delivery Manager to own a strategic client account and lead a team delivering managed IT services. You will drive service excellence, stakeholder engagement, and continual improvements across BAU support, infrastructure operations, and project activity.

This highly visible role requires strong leadership, deep ITSM knowledge, and a customer-first mindset to ensure high satisfaction and alignment with contractual obligations.

Qualifikationen

• Proven leadership experience in a Service Delivery/Service Manager role.
• Strong people management, coaching and performance management skills.
• Experience delivering services within a Managed Services environment.

Aufgaben

• Own the operational relationship with a strategic client account.
• Lead service review meetings and present performance updates.
• Ensure SLAs and KPIs are met consistently.
• Manage and develop a dedicated team across Service Desk, Support and Infrastructure.
• Act as senior escalation point for major incidents and service concerns.
• Drive Continual Service Improvement initiatives and measurable enhancements.
• Collaborate with project teams to ensure delivery of initiatives.
• Identify opportunities to increase service value and improve customer outcomes.

Kenntnisse

Leadership

People management

Service Delivery

Stakeholder Management

ITSM Knowledge

Managed Services

Cloud & Infra exposure

Ausbildung

Bachelor's degree in IT or related field

Tools

ITIL

ServiceNow

Jobbeschreibung

Dedicated Client Account | Managed Services

Are you an experienced Service Delivery Manager who thrives on building strong customer relationships, leading high-performing teams, and delivering exceptional IT services?

We're looking for a customer-focused Service Delivery Manager to take ownership of a strategic client account, ensuring the successful delivery of managed services while driving service excellence, continual improvement, and long-term customer satisfaction.

The Opportunity

This is a highly visible role where you'll act as the primary point of contact for a key customer, overseeing the delivery of BAU support services, infrastructure operations, and project activity. You'll lead a dedicated team of technical specialists while working closely with customer stakeholders to ensure an outstanding service experience.

If you're passionate about service delivery, stakeholder management, and creating lasting customer partnerships, we'd love to hear from you.

What You'll Be Doing

• Owning the operational relationship with a strategic client account.
• Leading regular service review meetings and presenting service performance updates.
• Ensuring contractual SLAs and KPIs are consistently achieved.
• Managing and developing a dedicated team across Service Desk, Support and Infrastructure functions.
• Acting as the senior escalation point for major incidents and service concerns.
• Driving Continual Service Improvement (CSI) initiatives and measurable service enhancements.
• Working closely with technical and project teams to ensure successful project delivery.
• Identifying opportunities to increase service value and improve customer outcomes.
• Maintaining service documentation, operational processes, and governance standards.

What We're Looking For

• Proven experience in a Service Delivery Manager, Service Manager, or similar leadership position.
• Strong people management experience, including coaching, mentoring and performance management.
• Experience working within a Managed Services environment.
• Knowledge of IT Service Management principles and best practices.
• Demonstrable experience managing services against SLAs, KPIs and contractual obligations.
• Experience presenting service reports and recommendations to senior stakeholders.
• Strong stakeholder management and relationship-building skills.
• Commercial awareness and a customer-first mindset.
• Experience managing dedicated client accounts.
• Experience overseeing both managed services and project delivery.
• Exposure to cloud and infrastructure technologies.

What Success Looks Like

You'll be a confident and credible leader who enjoys building trusted partnerships with customers, developing talented teams, and continually improving services. You'll take ownership, solve problems proactively, and be committed to delivering an exceptional customer experience every day.

Why Join Us?

• Opportunity to manage a strategic customer relationship.
• Lead a dedicated technical service team.
• Significant influence over service improvement and customer success.
• Collaborative and supportive working environment.
• Chance to make a visible impact within a growing managed services organisation.