Service Delivery Manager

Razorblue Group; Thornaby-on-Tees; Hybrid; GBP 55,000 - 60,000; Full time

Benefits offered by this job

Base salary £55,000–£60,000 per annum

Hybrid working

Flexible working to suit your worklife

25 days holidays + public holidays + 5

Private Health Insurance

Birthday day off

Maternity/Paternity/Adoption leave + a

Training and accreditations

Charity volunteering days

Discounted Broadband

Life insurance

Team social fund

Cycle to Work

Currys tech partnership

EV Scheme

Job summary

Razorblue Group is seeking a Service Delivery Manager to own service delivery across multiple customers. You will oversee performance, escalations, reporting and continuous improvement while aligning with commercial goals in a hybrid IT services environment.

The role emphasizes strong customer relationships, governance, and collaboration with technical and commercial teams to drive outcomes and service growth.

Qualifications

• ITIL Foundation (v3/v4) certification.
• Experience in IT Service Delivery, Managed Services or an MSP environment.
• Strong understanding of IT Service Management (ITSM) principles.
• Experience managing customer relationships and service escalations.
• Strong communication, stakeholder management and reporting skills.
• Strong problem-solving skills with a focus on continuous improvement.
• Commercial awareness and the ability to balance customer and business needs.
• People centric approach & service
• Excellent conversational fluency in English is required to clearly explain complex technical issues

Responsibilities

• Manage customer service delivery, governance and contractual commitments.
• Oversee service performance, risk management and operational excellence for a portfolio of customers.
• Build strong customer relationships and lead service escalations.
• Provide reporting, insight and recommendations to drive better outcomes.
• Support commercial performance, profitability and service growth.
• Drive continual service improvement and optimisation initiatives.

Skills

ITIL Foundation

ITSM

Stakeholder management

Reporting

Customer relationships

Escalation management

Commercial awareness

Continuous improvement

Job description

razorblue role:

We are looking for a Service Delivery Manager to join our growing team of like-minded tech people. Should you choose to accept, your responsibilities will encompass:

• Manage customer service delivery, governance and contractual commitments.

• Oversee service performance, risk management and operational excellence for a portfolio of customers.

• Build strong customer relationships and lead service escalations.

• Provide reporting, insight and recommendations to drive better outcomes.

• Support commercial performance, profitability and service growth.

• Drive continual service improvement and optimisation initiatives.

The ideal candidate will have proven experience within an IT Managed Service Provider, taking ownership of service delivery for multiple business customers. You’ll be comfortable leading customer service reviews, managing escalations, monitoring SLA performance and working with technical and commercial teams to drive improvements. Strong relationship management, commercial awareness and the ability to translate technical issues into clear business impacts are essential.

razorblue requirements:

We know its unrealistic to find someone who ticks all of these boxes (extra points if you do), which is why we seek those eager to develop over time through our development resources and peer learning. If this aligns with your own personal growth mindset, we would love you to apply.

Essential:

• ITIL Foundation (v3/v4) certification.

• Experience in IT Service Delivery, Managed Services or an MSP environment.

• Strong understanding of IT Service Management (ITSM) principles.

• Experience managing customer relationships and service escalations.

• Strong communication, stakeholder management and reporting skills.

• Strong problem-solving skills with a focus on continuous improvement.

• Commercial awareness and the ability to balance customer and business needs.

• People centric approach & service

• Excellent conversational fluency in English is required to clearly explain complex technical issues

Desirable:

• Advanced ITIL qualifications or other recognised service management certifications.

• Experience with service governance, reporting and continual improvement programmes.

• Experience managing third-party suppliers and partners.

• Experience within a Microsoft-focused services environment.

Continuous learning and development are central to our culture, and we heavily invest in elevating our people, not just hiring those already at an expert level.

razorblue gives:

Working for an IT partner isn't for the faint hearted, it requires drive, passion for technology, collaboration, and a drive to innovate.

If you want to learn more about the IT domain as a whole or specialise in one particular area, you can do that here. We are not looking for the most qualified people, but people who have a true drive to learn and a passion for the technology sector. Our learning and development opportunities, combined with our team's drive for growth, result in a high volume of promotions granted year after year.

We operate a hybrid working policy across most roles and often get asked why we haven't made the decision to go fully remote… For us, natural learning opportunities are invaluable and office working enables this and has also inspired our collective culture of teamwork.

Our other benefits include:

• Base salary of £55,000.00 to £60,000.00 per annum depending on skills and knowledge

• Hybrid working (50% after completing the probation period)

• Flexible workingto suit your work life fit

• 25 days holidays per annum + public holidays + the ability to purchase 10 more

• Private Health Insurance with Vitality Health

• Your birthday off

• Enhanced maternity, paternity, adoption leave + baby bonus

• Fully funded training and accreditations to expand your skillset

• Two paid charity volunteering days per year

• Discounted Broadband

• Life insurance

• Quarterly team social fund

• Cycle to Work scheme

• Gear up with the latest tech toys through our partnership with Currys

• Cruise around in an eco-friendly electric car with our EV Scheme

We're committed to creating an inclusive and accessible recruitment process. Please don't hesitate to reach out if you require any reasonable adjustments to participate in our application or interview process. We're here to support you.