Service Delivery Manager

NRG.; Southampton; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

NRG. is seeking an experienced Service Delivery Manager to join a growing technology and cyber security services team. The role focuses on managing day-to-day service relationships, handling escalations, and driving service improvements.

Based in Hampshire with hybrid working and regular UK travel, you will work with ITIL practices to monitor SLAs, KPIs and customer satisfaction, coordinating onboarding and reporting across technical and customer teams.

Qualifications

• 3+ years of Service Delivery Management experience, ideally in tech, managed services, networking or cyber security.
• Strong background in IT service management and customer relationship management.
• Experience with SLAs, KPIs, service reviews and stakeholder reporting.

Responsibilities

• Manage day-to-day service relationship with a portfolio of customers.
• Be the main contact for service-related queries, escalations and issues.
• Lead customer service reviews and performance meetings.
• Monitor service levels, KPIs and customer satisfaction.
• Coordinate service onboarding and introduction of new services.
• Collaborate with technical teams to resolve issues and support major incidents.
• Produce service reports and customer documentation.
• Identify opportunities to improve service quality and customer experience.
• Coordinate with third-party suppliers and ensure SLAs are met.
• Support account teams in identifying opportunities to expand services.

Skills

Service Delivery

ITIL

Stakeholder management

SLA management

Incident management

Problem management

Change management

Education

ITIL Certification (Foundation)

Tools

Microsoft 365

Salesforce

Confluence

Power Platform

SIEM

EDR

XDR

Job description

Service Delivery Manager

Location: Hampshire

Working Pattern: Hybrid

Hours: Monday–Friday, 9:00am–5:30pm

Travel: Regular UK customer travel required

Competitive Salary

We’re looking for an experienced Service Delivery Manager to join a growing technology and cyber security services team.

The role would suit someone with a strong background in service delivery, IT service management or managed security services, who enjoys working with customers and solving problems.

What you’ll be doing

• Manage the day-to-day service relationship with a portfolio of customers.
• Act as a key contact for service-related queries, escalations and issues.
• Lead customer service reviews and performance meetings.
• Monitor service levels, KPIs and customer satisfaction.
• Coordinate service onboarding and the introduction of new services.
• Work closely with technical and operational teams to ensure issues are resolved effectively.
• Support the management of major incidents, problems and service changes.
• Produce and maintain service reports and customer documentation.
• Identify opportunities to improve service quality, processes and customer experience.
• Coordinate with third-party suppliers and ensure agreed service levels are maintained.
• Support account teams with identifying opportunities to expand existing services.
• Build strong relationships with both technical and senior customer stakeholders.

What we’re looking for

We’re looking for someone with 3+ years’ experience in Service Delivery Management, ideally within a technology, managed services, networking or cyber security environment.

You should have experience with:

• Customer-facing service delivery.
• ITIL / IT Service Management principles.
• Managing SLAs, KPIs and service performance.
• Service reviews, reporting and stakeholder management.
• Incident, problem and change management.
• Customer onboarding and service transition.
• Working with technical teams and third-party suppliers.
• Producing clear service documentation and reports.

Experience working around cyber security services or SOC environments would be particularly useful, with an understanding of technologies such as SIEM, EDR or XDR beneficial.

Experience with tools such as Microsoft 365, Salesforce, Confluence or Power Platform would also be advantageous.

About you

You’ll be someone who:

• Is confident dealing directly with customers and senior stakeholders.
• Can build strong relationships quickly.
• Communicates clearly and professionally.
• Remains calm when dealing with escalations or challenging situations.
• Is organised and comfortable managing multiple priorities.
• Takes ownership and follows issues through to resolution.
• Has strong attention to detail.
• Is commercially aware and able to identify opportunities to improve customer relationships.
• Can work independently while being a strong team player.
• Has a proactive, solutions-focused approach.

The role

This is a hybrid position based in Hampshire, with regular travel to customer sites, particularly across London and the surrounding areas.

A full UK driving licence is required, and the role will involve occasional overnight stays and some additional UK travel where required.

Standard hours are Monday–Friday, 9:00am–5:30pm, with some flexibility expected depending on customer requirements.

Why consider the role?

The role offers the opportunity to develop further within Service Delivery, IT Service Management and Cyber Security Services, while working closely with experienced technical and operational teams.