Service Delivery Manager

TieTalent; Glasgow; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in technology solutions is seeking a Service Delivery Manager in Glasgow. The role involves managing client relationships, ensuring service excellence, and collaborating with internal teams to enhance customer satisfaction. Candidates should have experience in managed services, strong communication skills, and a technical understanding of IT systems. The position offers a competitive salary and opportunities for career progression in an inclusive environment.

Benefits

Competitive salary

Excellent benefits

Opportunities for progression

Inclusive environment

Qualifications

• Experience in a Managed Service environment.
• Ability to manage multi-skilled teams.
• Awareness of ITIL V3/V4.

Responsibilities

• Act as the main contact for contracted service clients.
• Monitor and measure service performance.
• Coordinate swift resolutions for critical incidents.

Skills

Service Management

Technical Awareness

Communication

Project Management

Data Analytics

Education

Prince2 Certification

Tools

Microsoft Office

Job description

About

North builds stronger networks and creates smarter places. Our intelligent technology solutions and robust network infrastructures transform the way people, places, and organisations work. We focus on three specialist sectors: public services, enterprise & data centres, and defence & justice.

Responsibilities

Description of Role: Service Delivery Manager

Responsible for a portfolio of serviced customer accounts across the UK, ensuring services are delivered according to the contract specifications and meet KPIs and Service Levels.

As the first point of contact for key serviced clients, the Service Delivery Manager will enhance customer experience and liaise with internal North functions, including the service desk, NOC, PMO, and field teams to ensure service excellence.

This role involves maintaining excellent customer relationships, understanding client needs, and technical awareness of supported systems to identify and resolve issues. It requires collaboration with on-site and remote personnel to achieve high customer satisfaction and identify new business opportunities. The Service Delivery Manager will also act as a North brand ambassador.

Responsibilities

• Act as the main contact for select contracted service clients.
• Ensure processes support excellent service delivery and review them regularly for improvements.
• Conduct regular service reviews and address arising actions.
• Monitor and measure service performance with business functions in line with contract and client expectations.
• Provide technical advice to clients regarding supported systems.
• Own critical incidents and coordinate swift resolutions.
• Manage improvement strategies with clients and implement them.
• Supervise service delivery and liaise with PMO to maintain standards.
• Oversee call queues and tickets, escalating concerns as needed.
• Understand resource and cost management for contract profitability.
• Prepare Service Reports with KPIs to assess performance against contract terms.
• Participate in quarterly business reviews with large customers.
• Contribute to Service Improvement Plans for contracts at risk.

Qualifications

Required skills, experience, and knowledge include:

• Experience in a Managed Service environment.
• Technical awareness of the technology stack (e.g., managed IT networks, physical security systems).
• Strong service management and planning skills.
• Commercial and financial awareness.
• Proficiency in Microsoft Office applications.
• Ability to manage multi-skilled teams internally and via partners.
• Excellent communication skills.
• Ability to meet strict deadlines.
• Awareness of ITIL V3/V4 and understanding of the full service lifecycle.
• Project management experience and qualifications (e.g., Prince2) are advantageous.
• Data analytics skills to drive service improvements.

North offers a competitive salary, excellent benefits, and opportunities for progression. We celebrate diversity and are committed to an inclusive environment.

Nice-to-have Skills

• Planning
• Financial Management
• Communication
• Project Management
• Data Analytics

Location

Glasgow, Scotland

Work Experience

• General Project Management
• IT Project Manager

Languages

• English