Strategic Service Delivery Lead

Sharp UK; Aston; On-site; GBP 70,000 - 90,000; Full time

Job summary

Sharp UK is seeking an experienced Service Delivery Manager to own a strategic client account and lead a team delivering managed IT services. You will drive service excellence, stakeholder engagement, and continual improvements across BAU support, infrastructure operations, and project activity.

This highly visible role requires strong leadership, deep ITSM knowledge, and a customer-first mindset to ensure high satisfaction and alignment with contractual obligations.

Qualifications

• Proven leadership experience in a Service Delivery/Service Manager role.
• Strong people management, coaching and performance management skills.
• Experience delivering services within a Managed Services environment.

Responsibilities

• Own the operational relationship with a strategic client account.
• Lead service review meetings and present performance updates.
• Ensure SLAs and KPIs are met consistently.
• Manage and develop a dedicated team across Service Desk, Support and Infrastructure.
• Act as senior escalation point for major incidents and service concerns.
• Drive Continual Service Improvement initiatives and measurable enhancements.
• Collaborate with project teams to ensure delivery of initiatives.
• Identify opportunities to increase service value and improve customer outcomes.

Skills

Leadership

People management

Service Delivery

Stakeholder Management

ITSM Knowledge

Managed Services

Cloud & Infra exposure

Education

Bachelor's degree in IT or related field

Tools

ITIL

ServiceNow

Job description

Sharp UK is seeking an experienced Service Delivery Manager to own a strategic client account and lead a team delivering managed IT services. You will drive service excellence, stakeholder engagement, and continual improvements across BAU support, infrastructure operations, and project activity.

This highly visible role requires strong leadership, deep ITSM knowledge, and a customer-first mindset to ensure high satisfaction and alignment with contractual obligations.