Service Delivery Manager

Neoci Ltd; West Midlands; On-site; GBP 42,000 - 62,000; Full time

Job summary

Neoci Ltd is seeking a Service Delivery Manager to own customer relationships, oversee service performance and drive continual service improvement across a portfolio of clients. You will work with technical teams, Account Managers and senior stakeholders to ensure SLAs are met and services are delivered profitably.

This is a customer-facing, commercially focused role requiring strong relationship management, service reporting and effective escalation management to support account growth and

Qualifications

• 2+ years in a customer-facing Service Delivery/ITSM role.
• Experience in MSP, telecoms or technology services.
• ITIL 4 Foundation certification.
• Ability to manage multiple accounts and reporting.
• Strong communication and stakeholder management.
• Understanding of P&L, contract profitability and service costs.

Responsibilities

• Manage and develop relationships with a portfolio of customers, acting as their main point of contact for service delivery.
• Take ownership of customer contracts, ensuring service obligations and SLAs are consistently met.
• Plan, lead and document regular Service Review Meetings with customers and key stakeholders.
• Monitor and report on service performance, KPIs, SLAs and customer satisfaction.
• Produce detailed Service Management Reports, highlighting performance, risks and improvement opportunities.
• Act as the escalation point for customer service issues, coordinating internal teams to ensure effective resolution.
• Identify and implement Continual Service Improvement (CSI) initiatives to enhance service quality and customer experience.
• Work closely with Account Management teams to support customer retention, account development and revenue growth.
• Review customer P&Ls, ensuring services are delivered efficiently and profitably.
• Identify potential service risks, contractual gaps and areas for improvement, implementing appropriate mitigation plans.
• Provide accurate business reporting, performance updates and forecasting to internal and external stakeholders.
• Collaborate with technical, operational and commercial teams to ensure a consistent, high-quality customer experience.

Skills

ITIL 4 Foundation

Relationship management

Service Delivery

SLA KPIs reporting

Stakeholder management

MS Office (Excel/PowerPoint)

ServiceNow (desirable)

Education

ITIL 4 Foundation certification

Job description

We're working with an established and growing UK technology services provider looking to appoint a Service Delivery Manager to take ownership of key customer relationships, oversee service performance and drive continual service improvement.

This is an opportunity to join a well-established business where you'll play an important role in maintaining strong customer relationships, ensuring service excellence and contributing to the continued growth of the organisation.

About the Company

Our client is a well-established UK technology and managed services provider, delivering a broad range of IT, connectivity, cloud and communications solutions to businesses across the UK.

With a strong reputation for service delivery and customer satisfaction, the business continues to grow and invest in its people, technology and service capabilities.

They are now looking to strengthen their Service Management team with an experienced Service Delivery Manager who can take ownership of customer relationships, ensure contractual commitments are met and identify opportunities to enhance service performance.

The Role

As a Service Delivery Manager, you'll be responsible for managing a portfolio of customers, acting as their primary point of contact for all service-related matters.

You'll work closely with internal technical teams, Account Managers and senior stakeholders to ensure services are delivered in line with agreed Service Level Agreements (SLAs), contractual obligations and customer expectations.

This is a commercially focused, customer-facing position requiring strong relationship management, service reporting, problem resolution and continual service improvement skills.

Key Responsibilities

• Manage and develop relationships with a portfolio of customers, acting as their main point of contact for service delivery.
• Take ownership of customer contracts, ensuring service obligations and SLAs are consistently met.
• Plan, lead and document regular Service Review Meetings with customers and key stakeholders.
• Monitor and report on service performance, KPIs, SLAs and customer satisfaction.
• Produce detailed Service Management Reports, highlighting performance, risks and improvement opportunities.
• Act as the escalation point for customer service issues, coordinating internal teams to ensure effective resolution.
• Identify and implement Continual Service Improvement (CSI) initiatives to enhance service quality and customer experience.
• Work closely with Account Management teams to support customer retention, account development and revenue growth.
• Review customer P&Ls, ensuring services are delivered efficiently and profitably.
• Identify potential service risks, contractual gaps and areas for improvement, implementing appropriate mitigation plans.
• Provide accurate business reporting, performance updates and forecasting to internal and external stakeholders.
• Collaborate with technical, operational and commercial teams to ensure a consistent, high-quality customer experience.

Skills & Experience Required

We're looking for an experienced Service Delivery Manager or IT Service Manager with a strong understanding of IT service management, customer relationship management and commercial service delivery.

Essential experience:

• Minimum 2 years' experience in a customer-facing Service Delivery Manager, Service Manager or similar role.
• Previous experience within an IT Managed Services Provider (MSP), Telecoms or Technology Services environment.
• ITIL 4 Foundation certification (essential).
• Proven experience managing multiple customer accounts and service relationships.
• Strong understanding of IT Service Management (ITSM), SLAs, KPIs and service performance reporting.
• Experience conducting customer Service Review Meetings and managing senior stakeholder relationships.
• Commercial awareness, including an understanding of customer P&Ls, contract profitability and service costs.
• Excellent communication, presentation, negotiation and influencing skills.
• Strong organisational skills with the ability to manage competing priorities and customer expectations.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

Desirable experience:

• Experience using ServiceNow or similar ITSM platforms.
• Additional ITIL certifications or service management qualifications.
• Experience delivering Continual Service Improvement programmes.
• Knowledge of cloud, connectivity, networking, unified communications or wider managed IT services.

What We're Looking For

You'll be a confident, commercially aware Service Delivery Manager who enjoys building long-term customer relationships and taking ownership of service performance.

You'll be comfortable engaging with senior decision-makers, managing escalations and working across technical and commercial teams to deliver positive outcomes.

Above all, you'll be proactive, organised and passionate about delivering excellent customer service while identifying opportunities to improve efficiency, customer satisfaction and account growth.