Service Delivery Manager - Enterprise

Air It; Milton Keynes; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Annual leave (25 days)

Volunteering days

Health benefits

Pension

Employee discounts

Job summary

Air IT is seeking an experienced Service Delivery Manager to own relationships with enterprise customers and drive exceptional service, value and long-term partnership.

You will manage a portfolio of strategic clients, align objectives with technology priorities, and coordinate cross-functional teams to deliver improved outcomes and customer satisfaction.

Qualifications

• Significant experience managing enterprise, strategic or complex customer relationships within an IT MSP, technology or B2B services environment.
• Experience in a senior Service Management, Service Delivery or Customer Success role.

Responsibilities

• Own a portfolio of strategic enterprise customers and build strong relationships.
• Lead strategic service reviews focusing on performance, risk and future priorities.
• Turn customer insight into service strategies with measurable outcomes.
• Collaborate across Service Delivery, Professional Services, Cyber, Account Management and specialist teams.

Skills

Enterprise relationships

Senior stakeholder engagement

Cross-functional collaboration

Customer success mindset

Communication excellence

Job description

Service Delivery Manager - Enterprise

Group Operations – Service Management | Hybrid | Full time

Are you passionate about turning great service into long-term customer partnerships?

We’re looking for an experienced Service Delivery Manager to take ownership of the service relationships with some of our largest, most complex and strategically important enterprise customers.

This isn’t just about service reviews, SLAs and reporting. It’s about getting under the skin of our customers’ businesses, understanding where they want to go and making sure Air is delivering the service, insight and value that helps them get there.

You’ll become a trusted partner to senior customer stakeholders, bringing together teams from across Air to solve challenges, drive meaningful improvements and make sure our customers see us as a long-term technology partner.

What you’ll be doing

You’ll take ownership of a portfolio of strategic enterprise customers, building strong relationships and making sure we consistently deliver an exceptional experience.

Day to day, you’ll:

• Build trusted relationships with senior stakeholders, including customer Directors, CIOs, CTOs and Executive Leadership teams.
• Develop a strong understanding of each customer’s business objectives, technology priorities, challenges and risks.
• Turn customer insight into clear service strategies and improvement plans with measurable outcomes.
• Lead strategic service reviews focused on performance, risk, improvement, value and future priorities.
• Keep a close eye on service performance, contractual commitments and customer sentiment, spotting and addressing issues early.
• Act as a senior operational escalation point during significant service challenges.
• Bring together Service Delivery, Professional Services, Cyber, Account Management and our specialist teams to deliver joined-up outcomes.
• Partner closely with Account Management to support customer retention, renewals and long‑term account development.
• Identify opportunities where technology, security, automation, AI and Air’s wider capabilities could improve customer outcomes.
• Champion the voice of our enterprise customers across Air.
• Share insight, successes and best practice to help us continually improve how we deliver service.

What we’re looking for

You’ll be an experienced Service Delivery or Service Management professional who knows how to build credibility with senior customers while getting things moving behind the scenes.

Ideally, you’ll bring:

• Significant experience managing enterprise, strategic or complex customer relationships within an IT MSP, technology or B2B services environment.
• Experience in a senior Service Management, Service Delivery or Customer Success role.
• A strong understanding of managed IT services, service governance, SLAs, service assurance and continual service improvement.
• Confidence engaging, advising and influencing senior and executive‑level stakeholders.
• Strong commercial awareness and an understanding of customer retention, service value and long‑term account development.
• The ability to turn service performance, customer insight and operational data into meaningful recommendations.
• Experience influencing cross‑functional teams and creating accountability around customer outcomes.
• Excellent communication, presentation and problem‑solving skills.

How you’ll bring our values to life

Genuinely Care

You’ll champion our customers, making sure their needs, feedback and expectations are heard and acted upon.

Work Together

You’ll bring people together across Air IT, building strong partnerships and creating one joined‑up customer experience.

Keep Being Better

You’ll use insight, data and feedback to challenge how we do things and drive measurable improvements.

And throughout it all, you’ll bring ownership and accountability, creating clarity, maintaining momentum and making sure we deliver on our commitments.

The Benefits

Joining Air IT Group means unlocking a world of perks and opportunities, including:

Time Off & Life Balance

• 25 days Annual Leave + 1 Celebration Day
• Annual Leave Purchase Scheme
• Paid Volunteering Days
• Enhanced Family Leave

Health & Wellbeing

• Virtual GP (24/7 access for you & family)
• Employee Assistance Programme (EAP)
• Eye care vouchers
• Group Life Assurance & Income Protection

Financial & Lifestyle Perks

• Reward Gateway shopping discounts and cashback
• Stakeholder Pension Scheme
• Recognition Platform (with monetary rewards)
• Mortgage Advice Services

Optional Benefits (Opt‑In)

• EV Car Scheme
• Cycle to Work
• Technology Vouchers

Additional Highlights

• Development: We invest in technical training, professional qualifications, and ongoing development opportunities to help you build your skills and achieve your goals.
• Life at Air: Beyond your role, you’ll be part of a welcoming and active employee community, with regular social events, inclusive activities, and celebrations that bring colleagues together and make Air a great place to work.

Sounds like you?

If you’re someone who can combine excellent service management with strategic thinking, commercial awareness and genuine customer advocacy, we’d love to hear from you.

Join Air IT Group and help us build partnerships that go beyond great service, creating real, lasting value for our customers.

Details

Type

Permanent - Full Time

Location

Milton Keynes, Buckinghamshire

Job Function

Operations