Service Delivery Manager

Bechtle UK; Northampton; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid working

Health care benefits

25–30 days annual leave

Top-tier tech for office and home

Job summary

Bechtle UK is seeking a Service Delivery Manager to oversee end-to-end service delivery for key MSP clients from our Northampton area. You will own outcomes, drive improvements and build trusted partnerships with customers.

You will lead reviews, manage escalations and risk, and translate data into proactive actions. The role requires strong ITIL understanding, stakeholder management, and a proactive, detail-oriented approach in a dynamic environment.

Qualifications

• Proven Service Delivery experience within an MSP environment.
• Strong ITIL knowledge and SLA/KPI management.
• Excellent communication and stakeholder management.
• Commercial awareness with focus on retention and value delivery.
• Ability to lead through influence and take ownership.

Responsibilities

• Own end-to-end service delivery across key managed service clients.
• Build strong customer relationships and act as their advocate.
• Drive service performance, SLA delivery, and continual improvement.
• Lead service reviews (MSRs/QBRs) with insight-led recommendations.
• Manage risk, escalations, and customer sentiment proactively.
• Work cross-functionally to ensure accountability and delivery.
• Take full ownership of service outcomes across multiple clients.
• Apply strong IT service management knowledge within a managed services environment.
• Confidently manage escalations, risk, and customer sentiment.
• Translate operational data into meaningful insights and actions.
• Collaborate across technical, commercial, and leadership teams.
• Stay highly organised and prioritise effectively in a fast-paced environment.
• Maintain a proactive mindset focused on continual service improvement and innovation.

Skills

ITIL

SLA/KPI management

CSIPs

Stakeholder management

Commercial awareness

Leadership through influence

Job description

As a Service Delivery Manager, you will be accountable for end-to-end service delivery, performance and customer experience across assigned managed service customers. You will operate as a trusted partner, ensuring services are proactive, value-led and aligned to customer business outcomes.

Success is measured by customer trust, service quality, retention and perceived value, not just SLA attainment. You will have a single point of accountability, owning outcomes, driving improvements and ensuring customer confidence in both service and organisation.

Job Role Responsibilities.

• Own end-to-end service delivery across key managed service clients.
• Build strong customer relationships and act as their advocate.
• Drive service performance, SLA delivery, and continual improvement.
• Lead service reviews (MSRs/QBRs) with insight-led recommendations.
• Manage risk, escalations, and customer sentiment proactively.
• Work cross-functionally to ensure accountability and delivery.
• Ability to take full ownership of service outcomes across multiple clients.
• Strong understanding of IT service management within a managed services environment.
• Confidence in managing escalations, risk, and customer sentiment.
• Ability to translate operational data into meaningful insights and actions.
• Comfortable working cross-functionally with technical, commercial, and leadership teams.
• Highly organised, with the ability to prioritise effectively in a fast-paced environment.
• A proactive mindset with a focus on continual service improvement and innovation.

Job Requirements

• Proven Service Delivery experience within an MSP environment
• Strong understanding of ITIL, SLA/KPI management, and CSIPs
• Excellent communication and stakeholder management skills
• Commercial awareness with a focus on retention and value delivery
• Ability to lead through influence, take ownership, and act decisively

What we offer

• Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)
• Salary – Competitive salary.
• Location – Northampton, Manchester, Chippenham
• Top of the range technology in office and for home working (laptops, screens, etc)
• Subsidised health care/medical benefits
• Annual Leave – 25-30* days plus B. H’s + optional 2 weeks unpaid. *Increases with time spent

Experience

• Proven experience as a Service Delivery Manager (or similar role) within a Managed Services provider
• Demonstrable experience managing SLAs, KPIs, and service performance
• Experience leading customer service reviews (MSRs/QBRs) and presenting to stakeholders
• Strong working knowledge of ITIL frameworks (Incident, Problem, Change, and CSI)