Service Delivery Manager

Sharp UK; Birmingham; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

Sharp UK is seeking an experienced Service Delivery Manager to lead the day-to-day delivery of managed services, coordinating between clients, onsite teams, and specialist functions to ensure a seamless service experience.

The role focuses on building strong client relationships, maintaining SLAs and KPIs, and driving continual service improvement while developing the team within a hybrid working environment.

Qualifications

• Experience leading service delivery teams.
• Strong stakeholder management and relationship-building skills.
• Excellent communication with clients and colleagues at all levels.
• Experience managing multiple priorities across client accounts.
• Background in IT service management and examples of professional development.

Responsibilities

• Lead day-to-day delivery of managed services across client accounts.
• Drive accountability, performance, coaching and development.
• Ensure SLAs, KPIs and contractual commitments are met.
• Build trusted client relationships through proactive, white-glove service.
• Coordinate internal teams and partners to resolve issues.
• Produce governance reports and service performance insights.
• Identify risks and drive continual service improvement.

Skills

Team leadership

Stakeholder management

Client communication

Multitasking across accounts

People development

IT support

SLA management

Service governance

Escalation management

Customer-centric service

Continual service improvement

Job description

Location: Flexible / Client Site & Hybrid Working

Department: Managed Services

Reports to: Operations Manager

Shape the Future of Managed Services

We're looking for an experienced and people-focused Service Delivery Manager to join our growing Managed Services team. This is a newly created role that offers a unique opportunity to help define service delivery standards, influence best practice, and make a significant impact on both client experience and team development.

As a Service Delivery Manager, you'll be responsible for leading the delivery of exceptional service across multiple client accounts, ensuring operational excellence, strong client relationships, and continuous service improvement. You'll act as the key link between clients, onsite teams, technical specialists, Service Desk, account management, and commercial teams to ensure a seamless and high-quality customer experience.

What You'll Be Doing

• Leading and developing a team responsible for the day-to-day delivery of managed services.
• Driving accountability, performance, coaching, and professional development within the service function.
• Managing service delivery across multiple client accounts, ensuring contractual commitments, SLAs, and KPIs are consistently achieved.
• Building strong, trusted relationships with clients through a proactive, "white-glove" service approach.
• Acting as the primary operational escalation point for service-related matters.
• Coordinating internal teams and external partners to ensure effective issue resolution and service delivery.
• Monitoring service performance and producing meaningful reports and governance updates.
• Identifying trends, risks, and recurring issues while driving continual service improvement initiatives.
• Helping establish scalable processes, service standards, and governance frameworks as the Managed Services function continues to grow.
• Supporting the wider business strategy through operational excellence and customer satisfaction.

What We're Looking For

We're seeking someone who combines strong leadership skills with a genuine passion for delivering outstanding customer service.

Essential Experience & Skills

• Previous experience managing teams, including direct responsibility for service delivery performance.
• Strong stakeholder management and relationship-building skills.
• Excellent communication skills with the ability to engage confidently with clients and colleagues at all levels.
• Experience managing multiple priorities, clients, or service streams simultaneously.
• Ability to motivate, coach, and develop individuals and teams.
• Good understanding of IT support environments, processes, and service delivery principles.
• Commercial awareness and excellent problem-solving abilities.
• Experience within a Managed Services environment.
• Knowledge of SLA management, service governance, and escalation management.
• Experience delivering a premium, customer-centric or white-glove support service.
• Background in continual service improvement and service reporting.

Why Join Us?

• Opportunity to shape a newly created position within a growing Managed Services division.
• Work with a diverse portfolio of clients and stakeholders.
• Genuine opportunity to influence service standards and business growth.
• Supportive leadership environment focused on professional development.
• Be part of a collaborative team committed to delivering exceptional customer outcomes

If you're an experienced Service Delivery professional who enjoys building strong relationships, developing teams, and driving service excellence, we'd love to hear from you.