Service Delivery Manager

Sharp; Nechells; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Sharp is seeking a Service Delivery Manager to join our Managed Services team on a client site in Aston, Birmingham, with hybrid working. You will own service delivery, drive improvements, and engage with senior client stakeholders to ensure excellent user experiences.

The role focuses on coordinating IT services, reporting, and Microsoft 365 administration while collaborating with Sharp and third-party suppliers to deliver consistent service outcomes.

Qualifications

• Experience in Service Delivery, IT Support, Managed Services or IT Operations.
• Excellent communication and stakeholder management skills.
• Strong customer service focus with the ability to explain technical concepts clearly.
• Knowledge of ITIL principles and service management.
• Experience supporting Microsoft 365 technologies.
• Strong organisational skills with prioritisation.
• Proactive mindset and ownership of service outcomes.

Responsibilities

• Lead day-to-day delivery of IT services across the client environment.
• Act as the primary escalation point for service-related matters.
• Build relationships with users and stakeholders across locations.
• Drive seamless service across Sharp and third-party suppliers.
• Produce monthly service reports with metrics, trends, risks and improvements.
• Support digital transformation initiatives and IT strategy.
• Administer and support Microsoft 365 environments.
• Manage incidents, service requests, escalations and improvements.
• Monitor service performance against KPIs and standards.

Skills

Service Delivery

IT Support

Managed Services

IT Operations

Stakeholder management

Customer service

ITIL

Microsoft 365

Tools

RMM tools

Job description

Service Delivery Manager

Managed Services | Client Site Based | Hybrid Working

Deliver Outstanding IT Services That Make a Real Difference

Are you an experienced IT professional who thrives on building relationships, improving services, and delivering exceptional customer experiences?

We're looking for a Service Delivery Manager to become a key member of our Managed Services team, supporting a major client based in Aston, Birmingham. This is a fantastic opportunity to combine technical expertise, stakeholder engagement, and service leadership in a role where you'll make a genuine impact on users and business outcomes.

Working closely with the client's senior leadership team and our wider technical specialists, you'll take ownership of service delivery, user satisfaction, reporting, service improvement initiatives, and Microsoft 365 administration.

What You'll Be Doing

• Leading the day-to-day delivery of IT services across the client environment.
• Acting as the primary escalation point and trusted advisor for service-related matters.
• Building strong relationships with users and stakeholders across multiple locations.
• Driving a seamless service experience across Sharp and third-party suppliers.
• Producing monthly service reports covering performance metrics, trends, risks, insights, and improvement plans.
• Supporting the client's digital transformation initiatives and wider IT strategy.
• Administering and supporting Microsoft 365 environments.
• Managing incidents, service requests, escalations, and continuous improvement activities.
• Monitoring service performance against agreed KPIs and service standards.

What We're Looking For

You will be a customer-focused IT professional with a passion for delivering excellent service and creating positive user experiences.

Essential Skills & Experience

• Experience within a Service Delivery, IT Support, Managed Services, or IT Operations environment.
• Excellent communication and stakeholder management skills.
• Strong customer service focus with the ability to explain technical concepts in a clear and approachable way.
• Knowledge of ITIL principles and service management best practices.
• Experience supporting Microsoft 365 technologies.
• Strong organisational skills with the ability to prioritise competing demands.
• A proactive mindset and willingness to take ownership of service outcomes.

Desirable Experience

• Microsoft Azure knowledge.
• Understanding of networking, virtualisation, firewalls, backup solutions, and security technologies.
• Experience using Remote Monitoring and Management (RMM) tools.

Why Join Us?

• Be part of an exciting digital transformation journey.
• Work within a collaborative and growing Managed Services team.
• Build meaningful relationships with stakeholders and end users.
• Enjoy a varied role that blends service leadership, technical oversight, and client engagement.
• Benefit from ongoing training and professional development opportunities.