Service Delivery Manager

Zenzero; Greater London; On-site; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a passionate individual to enhance service delivery in a dynamic IT environment. This role focuses on managing customer service operations, ensuring compliance with SLAs, and implementing continuous service improvements. Collaborating with various teams, you will lead initiatives to optimize the customer experience and drive operational excellence. If you have a strong background in IT service management and a knack for problem-solving, this is an exciting opportunity to play a key role in a growing organization that values innovation and customer satisfaction.

Qualifications

• 5+ years' experience in managing large-scale IT projects or service management.
• Significant experience with ITIL framework; ITIL v4 Foundation preferred.

Responsibilities

• Manage SLA compliance and track service obligations for customers.
• Coordinate with Service Desk to ensure positive customer outcomes.
• Analyze Service Reports to identify patterns and service changes.

Skills

Service Management

ITIL Framework

Project Management

Analytical Skills

Communication Skills

Education

Bachelor's Degree

Tools

M365

Job description

Zenzero is a leading midmarket MSP with offices across the UK, including London, Coventry, Guilford, Basildon, Inverness, and Aberdeen. With extensive growth plans and modern managed IT service delivery, we seek a passionate, customer-centric individual to support our service delivery growth.

This role involves managing your customer’s service operations daily, ensuring process efficiencies through continuous service improvement, and standardizing best practices across the customer experience. You will collaborate closely with the Account Manager and Service Desk Team leads to meet SLAs and contractual commitments, and to deliver Service Improvement initiatives promptly.

Key Responsibilities:

1. Manage SLA compliance and track service obligations for your customers.
2. Coordinate with Service Desk and delivery teams to ensure positive customer outcomes.
3. Analyze Service Reports to identify ticket patterns and service changes.
4. Oversee ITIL processes such as Major Incident, Problem, and Change Management.
5. Lead IT service reviews with customers and stakeholders.
6. Regularly review and evolve the service to meet customer needs and align with Zenzero's best practices.
7. Act as a primary contact during service transition and acceptance phases.
8. Manage escalation of incidents and requests, ensuring timely resolution.
9. Communicate proactively with departments about IT services, upcoming projects, or transformation activities.

Qualifications and Skills:

• Bachelor’s degree or equivalent qualification.
• Minimum 5 years’ experience managing large-scale IT projects or in service management.
• Significant ITIL framework experience; ITIL v4 Foundation or higher preferred.
• Project management experience; Prince2 or Agile Foundation beneficial.
• Experience managing C-suite stakeholders.
• Good understanding of M365 and licensing models.
• Strong analytical and problem-solving skills.
• Effective communication skills.

Additional Information:

• Seniority level: Associate
• Employment type: Full-time
• Job function: Sales and Business Development
• Industry: IT Services and Consulting