Service Delivery Manager

Zenzero; Leeds; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Private health insurance

Generous holiday allowance + a day off

Flexible working patterns

Enhanced pension contributions

Regular social events

Job summary

Zenzero seeks an experienced IT Service Delivery professional to manage day-to-day service operations for key customers in a fast-growth tech environment. You will drive continual service improvement, standardise best practices, and ensure SLAs and contractual commitments are met with cross-functional teams across Service Desk and delivery.

You will collaborate with account managers and SI leads to deliver timely service improvements, report on service performance, and own major incident

Qualifications

• 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

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.

Skills

ITIL

Project management

Stakeholder management

MS 365

Analytical thinking

Communication

Education

Bachelor's degree

Tools

Prince2

Agile

ITIL v4

Job description

Job Description

About Zenzero

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.

We're also a certified B Corp and Scale Up Award winner. That combination matters to us: high growth and high standards aren't in conflict here. Fast growth, high standards, real impact. If that sounds like your kind of place, keep reading.

About this role

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.

Job Requirements

• 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

Job 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.

Job Benefits

• 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