Service Delivery Manager - Managed Services - Cloud, Secure Networking, Cyber, UC

IP-People; Greater London; Remote; GBP 60,000 - 80,000; Full time

Job summary

An innovative firm is seeking a Service Delivery Manager to enhance customer relationships and oversee service delivery in a managed services context. This role involves managing escalations, conducting service reviews, and ensuring compliance with service agreements. The ideal candidate will have a strong background in service delivery management, excellent communication skills, and a knack for building collaborative relationships. Join a dynamic, award-winning team where your contributions will make a meaningful impact in the IT services sector. If you are passionate about delivering exceptional service and driving continuous improvement, we want to hear from you!

Qualifications

• Minimum 2 years in Service Delivery Management in a Managed Service environment.
• Proficient in service delivery, project management, and planning.

Responsibilities

• Build and sustain trusted relationships with customers and internal teams.
• Serve as the main escalation contact and ensure effective communication.

Skills

Service Delivery Management

Customer Relationship Management

Escalation Management

Process Management

Project Management

Report Production

Education

Relevant experience in Service Delivery

Tools

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Job description

Service Delivery Manager - Managed Services - Cloud, Secure Networking, Cyber, UC

Location: Remote, with infrequent travel to North West office & client sites

No sponsorship available, UK applicants only.

We’re looking for Service Delivery Management Professionals in the MSP world, who excel in building strong customer relationships, skilled in managing escalations, and are committed to delivering top-tier service through thorough process management and accurate reporting.

Key Responsibilities:

• Build and sustain trusted relationships with customers, understanding their objectives and collaborating with internal teams to meet these goals while advocating for customer needs.
• Serve as the main escalation contact, coordinating with internal teams and external partners to ensure effective communication and resolution.
• Conduct regular Service Reviews to gain insights, maintain customer satisfaction, and build trust through clear, consistent follow-ups.
• Lead cross-functional teams in resolving escalations efficiently, providing guidance to service teams and liaising with external vendors as needed.
• Ensure timely, transparent communication with customers during escalations, keeping them updated on progress.
• Oversee contract fulfilment by accurately reporting on Service Level Agreements, analysing trends, and preparing P1/P2 Root Cause Analysis reports within expected timeframes.
• Maintain a Continual Service Improvement (CSI) register for each client, prioritizing initiatives that align with contractual limits. Identify and pursue opportunities to enhance service quality, partnering with Account Management to drive improvement and growth.
• Facilitate smooth transitions from project completion to ongoing service, coordinating all activities with stakeholders to meet deadlines. Keep customer documentation current per contract requirements, ensuring clients are well-equipped for support.
• Enable effective handover of knowledge from project teams to support teams, ensuring customers transition seamlessly into live support.
• Partner with the Service Desk to maintain SLA compliance, collaborate on process improvements, and strengthen relationships through regular visits and participation in Working Groups.
• Develop strong supplier relationships to manage escalations and ensure supplier SLAs are met, safeguarding customer satisfaction.
• Thoroughly understand contractual obligations to ensure service aligns with available resources, monitor compliance with service credit agreements, and refer business growth opportunities to the Account Development team.
• Collaborate closely with Account Development, providing insights for account planning and building relationships with Account Directors for unified client engagement. Represent the Service Team at Quarterly Business Reviews (QBRs) as needed.
• Actively contribute to team knowledge-sharing, document refinement, and best practices to foster continuous improvement and alignment across cross-functional teams.

Person Specification:

Technical Profile:

• At least 2 years’ experience in Service Delivery Management within a Managed Service environment.
• Proficient in service delivery, project management, and planning.
• Skilled in report production and document writing.
• Familiarity with Microsoft Word, PowerPoint, Excel, etc.

If you’re ready to join a dynamic, award-winning team, we want to hear from you! Apply today to make a meaningful impact.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Consulting and Information Technology

Industries: IT Services and IT Consulting