Service Delivery Manager

ECS Resource Group; West Midlands; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

ECS Resource Group in Solihull is seeking a Service Delivery Manager (SDM) to strengthen customer partnerships and drive service performance improvements.

This hybrid role (3 days in the office) requires coordinating with technical, sales and delivery teams to manage SLAs, KPIs and customer satisfaction, ensuring strong, ongoing service delivery.

Qualifications

• Experience in IT, telecoms, networking, infrastructure or managed services.
• Knowledge of LAN, WAN, Wi-Fi, connectivity or security services.
• Experience leading service reviews and managing Service Improvement Plans.

Responsibilities

• Act as trusted partner and primary service contact for B2B customers.
• Lead regular service performance meetings and quarterly reviews.
• Monitor SLAs, KPIs, customer satisfaction and service performance.
• Create and manage Service Improvement Plans.
• Proactively manage customer escalations, incidents and requests.
• Produce clear service performance reports.
• Build relationships with customer stakeholders and internal teams.
• Gather feedback and identify improvement opportunities.
• Support customer retention and contract renewals.

Skills

Networking

Telecoms

IT infrastructure

Managed services

Customer relationships

Service delivery

Job description

Service Delivery Manager (SDM)

Solihull (Hybrid - 3 days per week in office, (Flexible Core Hours

Salary 45k - 60k

Are you an experienced Service Delivery Manager who enjoys building strong customer relationships, improving service performance and taking ownership when challenges arise? Do you have experience within networking, telecoms, IT infrastructure or managed services? If so, we want to hear from you.

We're looking for a customer-focused Service Delivery Manager to join a growing technology and connectivity business based in Solihull. This role is ideal for someone who can act as the voice of the customer, manage multiple priorities & work closely with technical, sales and delivery teams to achieve the best possible outcomes.

Responsibilities:

• Acting as a trusted partner and primary service contact for B2B customers,
• Leading regular service performance meetings & quarterly customer reviews,
• Monitoring SLAs, KPIs, customer satisfaction & service performance,
• Creating and managing Service Improvement Plans,
• Proactively managing customer escalations, incidents and service requests,
• Producing clear and insightful service performance reports,
• Building strong relationships with customer stakeholders and internal teams,
• Gathering customer feedback and identifying opportunities for improvement,
• Supporting customer retention and contract renewals.

Previous experience:

• Experience within IT, telecoms, networking, infrastructure or managed services,
• Knowledge of LAN, WAN, Wi-Fi, connectivity or security services,
• Experience leading service reviews and managing Service Improvement Plans
• A proven track record of handling customer escalations and improving customer satisfaction
• Strong understanding of SLAs, KPIs & service reporting

This is a fast-paced and evolving environment where expectations are high and priorities can change. It will suit someone who is resilient, commercially aware & comfortable taking ownership, challenging ideas and working collaboratively to deliver the right outcome for the customer.