Service Delivery Manager

Franklin Fitch; Reading; On-site; GBP 60,000 - 80,000; Full time

Job summary

Franklin Fitch is seeking an experienced Service Delivery Manager to own the end-to-end service relationship for a portfolio of managed service clients in the Reading area. You will ensure contractual commitments are met while driving continual service improvements, engaging with enterprise customers and senior stakeholders.

You will work closely with technical teams, account managers and customers to deliver high-quality managed services, coordinate major incidents, and produce actionable

Qualifications

• 3+ years' experience in a Service Delivery Manager role within Managed Services, Cyber Security or Technology Services.
• Strong understanding of ITIL Service Management principles.
• Experience managing enterprise customers and senior stakeholders.
• Knowledge of cyber security services including SIEM, EDR and XDR.
• Experience using service management and collaboration platforms such as Salesforce, Microsoft 365, Confluence or similar tools.
• Excellent communication, presentation and relationship-building skills.
• Strong organisational skills with the ability to manage multiple priorities.
• A proactive mindset with a passion for improving customer outcomes.

Responsibilities

• Own the end-to-end service relationship for a portfolio of managed service clients.
• Lead onboarding and service transition activities for new customers.
• Ensure SLAs and KPIs are consistently met.
• Chair regular service reviews with customers and internal stakeholders.
• Coordinate Major Incident, Change and Problem Management per ITIL best practice.
• Produce meaningful service reports and performance metrics.
• Identify and deliver service improvement initiatives.
• Maintain customer documentation and service procedures.
• Collaborate with technical teams to ensure successful delivery.
• Support commercial teams by identifying opportunities to enhance engagements.
• Manage vendor performance where required.

Skills

Service Delivery

ITIL

Stakeholder Management

Enterprise Customers

Tools

Salesforce

Microsoft 365

Confluence

Job description

We're working with a rapidly growing technology services provider looking to add an experienced Service Delivery Manager to its customer success function. This is an excellent opportunity to work with enterprise customers, influence service delivery strategy and play a key role in delivering high-quality managed services.

The Role

As the primary point of contact for a portfolio of customers, you'll take ownership of the overall service relationship, ensuring contractual commitments are met while continually identifying opportunities to improve service quality and customer satisfaction.

Working closely with technical teams, customer stakeholders and account managers, you'll help deliver exceptional service while driving continuous improvement across operational processes.

Key Responsibilities

• Manage the end-to-end customer service experience across a portfolio of managed service clients.
• Lead customer onboarding and service transition activities.
• Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently achieved.
• Chair regular service review meetings with customers and internal stakeholders.
• Coordinate Major Incident, Change and Problem Management activities in line with ITIL best practice.
• Produce meaningful service reports and performance metrics.
• Identify and deliver service improvement initiatives.
• Maintain customer documentation, operational procedures and service documentation.
• Collaborate with technical teams to ensure successful service delivery.
• Support commercial teams by identifying opportunities to enhance existing managed service engagements.
• Manage vendor performance where required.

What We're Looking For

• 3+ years' experience in a Service Delivery Manager role within a Managed Services, Cyber Security or Technology Services environment.
• Strong understanding of ITIL Service Management principles.
• Experience managing enterprise customers and senior stakeholders.
• Knowledge of cyber security services including SIEM, EDR and XDR.
• Experience using service management and collaboration platforms such as Salesforce, Microsoft 365, Confluence or similar tools.
• Excellent communication, presentation and relationship-building skills.
• Strong organisational skills with the ability to manage multiple priorities.
• A proactive mindset with a passion for improving customer outcomes.