Service Delivery Manager

Ingram Micro; Northwich; On-site; GBP 50,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

Holiday allowance

Birthday day off

Employee Referral Bonus

Employee discounts and wellness perks

Modern offices with breakout spaces

Job summary

Ingram Micro Group is seeking a Service Delivery Manager to oversee contractual deliverables and manage the end-to-end customer service experience across assigned accounts.

You will ensure governance for account management, drive service improvements, and monitor SLAs/KPIs to deliver value while coordinating with Account Managers and sales support to uncover new opportunities.

Qualifications

• Proven experience in a service delivery or similar managerial role within IT, preferably MSP exposure.
• Excellent verbal and written communication skills across all organizational levels.
• Strong customer-centric mindset with focus on CSAT and continuous improvement.

Responsibilities

• Deliver managed services end-to-end, manage SLAs/KPIs and drive service improvements.
• Collaborate with Account Manager and sales support to identify new opportunities.
• Engage stakeholders to ensure scope and deliverables are understood.
• Ensure ITIL processes are followed and governance is maintained.
• Manage delivery risks and escalation paths appropriately.
• Ensure CSATs are completed monthly and reported.
• Introduce new services with proper monitoring, metrics, and support.
• Prepare service delivery documentation and regular client reporting.
• Maintain up-to-date documentation in the correct locations.
• Drive continual improvement plans across accounts and present service reporting to clients.

Skills

ITIL

Stakeholder management

SLA/KPI governance

Customer service leadership

Job description

Service Delivery Manager

We are seeking a dedicated Service Delivery Manager (SDM) to oversee the contractual deliverables of assigned accounts. In this role, you will be responsible for managing the end-to-end customer service experience, adhering to proper governance for account management, and implementing processes to ensure successful delivery. The Service Delivery Manager will play a pivotal role in ensuring that accounts are delivered within or exceed approved margins.

As a Service Delivery Manager you will:

• Be responsible for the delivery of the managed service – SLA’s (KPI’s), and for driving service improvement initiatives that reduce costs and improve service delivery to the accounts Accountable for overall contractual deliverables of assigned accounts.


• Work with the aligned Account Manager and sales support to recognise new opportunities.


• Engage account stakeholders to ensure that scope of the service and deliverables are fully understood.


• Ensure ITIL framework is followed


• Manage both Comms-Care and customer risks relating to delivery of service with appropriate levels of escalation at the right time.


• Responsible for ensuring CSATs are completed monthly.


• Ensure new Services are introduced effectively with appropriate monitoring, metrics and support in place.


• Prepare service delivery documentation, including regular internal and external reporting, client satisfaction and meeting minutes.


• Ensure that all required documentation is updated as required and stored in the correct location.


• Responsible for management of continual improvement plans across aligned accounts.


• Responsible for ensuring service reporting is completed and presented to the customer according to contractual agreements.

The ideal candidate for this opportunity will have…

• Proven experience in a service delivery or similar managerial role within the IT industry, preferably with Managed Service Provider (MSP) experience, but not necessarily technical expertise.


• In-depth understanding of the IT Channel, including knowledge of the Reseller & End User relationship dynamics.


• Excellent verbal and written communication skills, with the ability to effectively engage with clients, team members, and stakeholders across all organizational levels.


• A customer‑centric mindset, dedicated to delivering exceptional service and ensuring client satisfaction. The candidate should demonstrate the ability to anticipate and address customer needs and concerns proactively.


• A successful track record in a Customer Service environment, showcasing the ability to manage customer accounts and meet service level agreements effectively.


• Previous experience in service delivery management or a similar role, demonstrating proficiency in overseeing service delivery processes and optimizing client outcomes.


• Strong understanding of account management principles, including the ability to develop and maintain productive client relationships while driving business growth and retention.

About us

As the UK’s leading strategic channel‑only IT solutions and services provider Comms‑care are committed to helping our partners thrive and grow. We assist over 700 channel partners and support to over 30,000 active support contracts. Comms–care manages all aspects of IT lifecycle, from consultancy, design and implementation to managed services and reactive field support covering technologies such as Routing & Switching, Security, Servers, Desktops, Voice & Unified Communications, and Wireless. A seamless extension to your team, we make it our mission to reduce complexity and work in partnership with you towards a common goal, developing quality technology solutions which add real value to your customer relationships.

What we offer:

• Health Insurance and Dental Plan Options - available for you and your family through a salary sacrifice scheme


• Rising holiday allowance at Year 2 and Year 5


• Birthday day off


• Employee Referral Bonus help us grow our team and get rewarded for introducing great talent.


• Employee discounts and wellness perks


• Modern offices with breakout spaces, free tea and coffee, and a private wellness room


• Development opportunities with clear career progression and training

We Are Ingram Micro Group

Ingram Micro is one of the world's leading technology companies, connecting vendors, partners and customers across the global technology ecosystem. With the ability to reach nearly 90% of the world's population, we're helping shape the future of technology through our AI‑powered platform, Xvantage™, and the expertise of our people.

As we continue to evolve and innovate, we're focused on helping our partners make smarter decisions, uncover new opportunities and drive sustainable growth. From cloud and cybersecurity to AI, professional services and digital solutions, we enable businesses to achieve better outcomes through technology, data and trusted expertise.

Our ambition is simple: to be the partner of choice for our vendors, customers and partners, helping them navigate an increasingly complex technology landscape and shape what's next.

Let's Shape Tomorrow, together.

None of this is possible without great people. That's why we're looking for ambitious, customer‑focused individuals who want to learn, grow and make an impact.

At Ingram Micro, success is built on collaboration, innovation and the expertise of our people. Whether you're working in Sales, Finance, Operations, Marketing or Technology, every role plays an important part in helping us achieve our goals and deliver for our customers and partners.

We believe that potential matters just as much as experience, and we're committed to helping our people reach their full potential. In return, you'll receive industry‑leading training, clear career development opportunities and the support to build a rewarding career with a business that's helping to shape the future of technology.