Service Delivery Manager

Zenzero Solutions; Coventry; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Private health insurance

Generous holiday allowance + birthday

Flexible working patterns

Enhanced pension contributions

Regular social events

Job summary

Zenzero Solutions in Coventry is seeking a Service Delivery Manager to oversee day-to-day operations of our customers' IT services. You will ensure SLAs are met, drive continual service improvement, and standardise best practices across our client base.

Working with the Account Manager and Service Desk leads, you will analyse service reports, manage ITIL processes, and coordinate transitions into live support.

Qualifications

• Relevant bachelor’s degree or 5+ years managing large IT maintenance projects.
• Significant ITIL experience; ITIL v4 Foundation or higher is beneficial.
• Project management background; Prince2 or Agile Foundation is advantageous.
• Experience in c-suite level stakeholder management and cross-functional collaboration.

Responsibilities

• Manage SLA tracking and service obligations for customers.
• Collaborate with Service Desk and delivery teams to ensure positive outcomes.
• Provide detailed analysis from service reporting to identify ticket patterns.
• Oversee and execute ITIL processes: Major Incident, Problem, Change.
• Lead IT service reviews with customers and internal stakeholders.
• Continually review services to meet customer needs and Zenzero best practices.
• Coordinate transition into service and service acceptance with project teams.
• Escalate incidents and drive timely resolutions; communicate future projects.

Skills

ITIL

Stakeholder management

Analytical thinking

Communication

Project coordination

Education

Bachelor's degree

Tools

Microsoft 365

Job description

In this role you will be responsible for the day-to-day management of your customer's service operations and delivery. Ensuring process efficiencies are realised through continual service improvement and standardising best practice across the customer experience will be paramount to success in this role. You will work closely with the Account Manager and Service Desk Team leads to ensure that SLAs and contractual commitments are met, and any Service Improvement initiatives are delivered in a timely manner. Responsibilities

• Manage SLA and tracking of service obligations and overall performance for your customers in accordance with the contract
• Work closely with Service Desk and other delivery teams to ensure positive outcomes for your customers
• Provide detailed analysis based on Service Reporting to identify ticket patterns and any changes to service
• Oversee and execute core ITIL processes for your customers (Major Incident Management, Problem Management, Change Management)
• Maintain and lead IT service reviews with customers and internal stakeholders
• Continually review the service to ensure it meets the customer needs and evolves with Zenzero best practices
• Act as a key point of contact for project teams for transition into service and services acceptance
• Manage the escalation of service incidents and requests, taking ownership to achieve a timely resolution where required.
• Actively communicate with other departments and functions about the IT services, providing detail on any future projects or transformation activities required for your customers.

  Requires a relevant bachelor's degree or/at least 5 years of experience in managing large scale IT maintenance-related projects or in an existing service management function

• Significant experience with ITIL framework. ITIL v4 Foundation or higher would be beneficial.
• Project management experience. Prince2 or Agile Foundation would be beneficial.
• Experience in c-suite level stakeholder management
• Good understand of M365 and associated licencing models
• Strong analytical problem-solving skills
• Confident communication

  Zenzero is one of the UK's fastest-growing technology companies. Named a Top 8 Technology Company at the British Business Awards 2026, recognised by Deloitte as a Best Managed Company, and featured in the Sunday Times Hundred (an annual ranking of the UK's fastest-growing private companies) in both 2025 and 2026, we hold Microsoft Solutions Partner status across all six designations, putting us in the top tier of UK Microsoft partners. The accolades reflect something real: a business that is scaling fast, executing well, and building something that lasts.

  We're on a mission to make technology genuinely work for mid-market businesses, covering managed IT, cyber security, cloud, and AI solutions that actually move the needle. The demand is growing, and so are we.

• Private health insurance
• Generous holiday allowance + a day off on your birthday
• Flexible working patterns
• Enhanced pension contributions
• Regular social events across all our offices