Service Delivery Manager

Kerv; Greater London; On-site; GBP 65,000 - 85,000; Full time

Job summary

Kerv is seeking a Service Delivery Manager to serve as the primary advocate for a portfolio of large enterprise clients in England. The successful candidate will ensure services meet contractual obligations and drive continuous improvement initiatives.

This role demands strong stakeholder management skills, operational excellence, and a proven ITIL service management understanding. Expectations include monitoring service performance, enhancing customer satisfaction, and managing escalations effectively.

The role embodies Kerv's core values, focusing on customer-first approaches and collaborative teamwork.

Qualifications

• Proven experience as a Service Delivery Manager within a Tier-1 service provider or managed services environment.
• Track record of managing services for large enterprise or public sector customers.
• Strong understanding of ITIL service management processes.

Responsibilities

• Act as the primary contact for operational service matters.
• Build strong stakeholder relationships and trust.
• Monitor service performance against SLAs and KPIs.
• Manage escalations effectively.
• Identify opportunities for service growth.

Skills

Stakeholder management

ITIL service management processes

Organizational skills

Relationship-building

Communication

Education

ITILv4 Foundation

Bachelor's degree in relevant field

Job description

About Kerv Connect Cloud

Kerv Connected Cloud is the networking, security and Azure Cloud practice of the Kerv Group. We support digital transformation initiatives with secure, automated and simple to manage solutions for the data centre, branch office and cloud.

We provide our customers with the answers to real-world business challenges through the effective and considered deployment of technology and its supporting processes.

Our services and solutions portfolio focusing on network and security technologies, transforming the data centre and branch architecture to better support the demands of digital transformation.

The Role

The Service Delivery Manager (SDM) is the primary customer advocate and operational interface for a portfolio of strategic large enterprise clients. This role ensures contracted services are delivered to agreed service levels, drives continuous improvement, and acts as a trusted partner to the customer—aligning services to their evolving business needs.

Key Responsibilities

• Act as the primary point of contact for operational service matters, representing the customer within the organization.
• Build and maintain strong senior stakeholder relationships within assigned accounts, fostering trust and transparency.
• Lead regular service reviews (e.g., monthly, quarterly) with customer and internal stakeholders, presenting performance, incidents, and improvement initiatives.
• Monitor service performance against contractual SLAs, KPIs, and OLAs, taking corrective action where required.
• Manage escalations effectively, ensuring root cause is addressed and preventive measures are implemented.
• Produce and deliver performance reports, including analysis of trends and identification of service risks.
• Identify and drive service improvement plans to enhance quality, efficiency, and customer satisfaction.
• Proactively suggest innovations, technology updates, or process enhancements aligned to customer strategy.
• Oversee major incident communications and post-incident reviews with customers.
• Work with problem management teams to identify recurring issues and develop resolution plans.
• Support change management processes to minimize service impact and ensure successful outcomes.
• Understand contractual commitments, scope, and boundaries of the service, ensuring compliance.
• Identify opportunities for service growth or upsell in collaboration with account management teams.
• Assist in the renewal and renegotiation of service contracts where applicable.

Skills & Experience Required

• Proven experience as a Service Delivery Manager within a Tier-1 service provider, telco, or managed services environment.
• Track record of managing services for large enterprise or public sector customers.
• Strong knowledge of ITIL service management processes (ITILv4 Foundation minimum).
• Excellent stakeholder management and relationship-building skills, including experience engaging at C-level.
• Proven ability to interpret and present technical data in a clear, business-oriented manner.
• Strong organizational skills, with the ability to manage multiple priorities in high-pressure environments.
• Familiarity with telecoms, networking, cloud, or security managed services.
• Experience producing and delivering service review reports to senior audiences.

Desirable

• ITIL Intermediate or Expert certification.
• Experience working in a multi-vendor or complex supply chain environment.

Key Competencies

• Customer Focus – Puts the customer at the centre of decision-making.
• Accountability – Takes ownership for outcomes and drives resolution.
• Communication – Clear, concise, and adaptable to audience.
• Analytical Thinking – Uses data and trends to inform decision-making.
• Collaboration – Works effectively across departments and with partners.

Performance Indicators

• SLA and KPI compliance rates.
• Customer satisfaction (CSAT/NPS) scores.
• Number and success of service improvement initiatives delivered.
• Reduction in repeat incidents or chronic issues.
• Positive feedback from internal and external stakeholders.

You will live the Kerv values

• Think Customer First
• Team is everything
• Spread good vibes
• Build future
• Do the right thing