Service Delivery Manager

Zenzero Solutions Ltd; United States; Hybrid; USD 90,000 - 120,000; Full time

Job summary

Zenzero Solutions Ltd is seeking a Service Delivery Manager to oversee a portfolio of MSP clients and drive service excellence in incident management, patching, and change processes.

You will ensure timely service reviews, leverage monitoring tools, and maintain strong client relationships while coordinating with service desk, project managers, and relationship managers to optimise service delivery.

Qualifications

• Experience delivering services within a managed service provider (MSP) environment.
• Proven ability to communicate effectively with clients and stakeholders.
• Strong IT background with understanding of incident, problem and change management.
• Experience in managing and resolving customer complaints and escalations.
• Proficiency with ITSM tools and monitoring platforms.
• Ability to prioritise workloads based on impact and value.
• Self-motivated with a willingness to learn and adapt.

Responsibilities

• Conduct Service Reviews and generate Service Reports to document performance.
• Weekly client site visits and regular client interactions to foster relationships.
• Review field engineer calendars to optimize issue resolution focus.
• Measure and report on Response SLA and Resolution SLA performance.
• Manage CSAT and collect customer feedback for service improvements.
• Be the go-to escalation point for internal and external queries.

Skills

MSP experience

Client communication

IT background

ITSM tools

Monitoring tools

Issue management

Team coordination

Education

ITIL v4 Foundation certification

Tools

ITSM tools

Monitoring tools

Job description

Zenzero is one of the UK's fastest-growing technology companies. Named a Top 8 Technology Company at the British Business Awards 2026, recognised by Deloitte as a Best Managed Company, and featured in the Sunday Times Hundred (an annual ranking of the UK's fastest-growing private companies) in both 2025 and 2026, we hold Microsoft Solutions Partner status across all six designations, putting us in the top tier of UK Microsoft partners. The accolades reflect something real: a business that is scaling fast, executing well, and building something that lasts.

We're on a mission to make technology genuinely work for mid-market businesses, covering managed IT, cyber security, cloud, and AI solutions that actually move the needle. The demand is growing, and so are we.

We're also a certified B Corp and Scale Up Award winner. That combination matters to us: high growth and high standards aren't in conflict here. Fast growth, high standards, real impact. If that sounds like your kind of place, keep reading.

Job Overview

We are on the lookout for a dynamic and results-driven Service Delivery Manager to join our esteemed Service Delivery team. In this pivotal role, you will be the linchpin in maintaining and enhancing a portfolio of our valued clients. As a key player in our Managed Service Provider (MSP) operations, you will be responsible for delivering exceptional service reviews, generating insightful service reports, and ensuring the seamless execution of key performance metrics such as Response SLA and Resolution SLA for incident management.

You will excel in driving client satisfaction through proactive management of customer feedback, handling complaints with finesse, and ensuring that patching schedules are meticulously planned and executed. Your expertise in leveraging monitoring tools will be instrumental in identifying and rectifying missing updates or patches, whilst your comprehensive use of ITSM tools will ensure that risks are promptly addressed and mitigated.

As a Service Delivery Manager, you will be a master communicator, adept at conducting monthly/quarterly Service Reviews and maintaining regular, meaningful interactions with clients to foster strong relationships. Your role will also encompass the creation and maintenance of our internal knowledge system for SOPs and configurations, Manging major incidents from start to finish as well as the preparation of comprehensive P1 Reports for critical incidents with actionable plans for future prevention.

You will also manage small projects and ensure that the teams are collaborating well to ensure that significant progress is made for on-going projects.

If you are a self-motivated professional with a passion for service excellence, an eye for detail, and the ability to thrive in a fast-paced environment, we invite you to join our team and make a tangible impact on our service delivery processes.

Essential experience, skills and qualifications

• Prior experience working within an MSP for service delivery.
• Strong IT background.
• Proven ability to communicate effectively with clients and stakeholders.
• Experience in managing and resolving customer complaints.
• Proficiency in using ITSM tools and monitoring tools.
• Ability to prioritise workloads based on impact and value
• Self-motivated with a willingness to learn and adapt.

Desirable experience, skills and qualifications

• ITIL V4 Foundation certification.
• Experience in proactive scheduling and execution of firmware and patching updates.
• Knowledge of creating and maintaining internal knowledge systems for SOPs and configuration.

Key Responsibilities

• Conducting Service Reviews and generating Service Reports.
• A weekly client site visit will be needed; the location and frequency can sometimes change between key sites based upon requirements.
• Regular review of field engineer's calendars to ensure that the correct focus is being applied on any sites that are experiencing re-occurring issues.
• Measuring and reporting on key metrics including Response SLA and Resolution SLA.
• Managing CSAT and Customer Feedback.
• Be a point of escalation for queries and issues internally and externally.
• Managing 3rd parties to ensure a successful collaboration for clients.
• Carry out trend analysis on service tickets to highlight trending issues.
• Running and setting up a CAB with clients to ensure the change management process is being carried out successfully.
• Managing open risks to ensure they are mitigated against or eliminated.
• Know your client’s environments to ensure a successful service.
• You will be accountable for delivering a successful service to your clients and be the go-to person for any issues/queries on your accounts.
• Working alongside our client relationship manager’s, Service Transition, Project managers and the service desk to ensure that the service is effective.
• Overseeing the transition of completed projects into live service.
• Handling and resolving customer complaints.
• Ensuring patching schedules are in place and executed successfully.
• Proactively scheduling firmware and patching updates.
• Using monitoring tools to identify missing updates or patches.
• Utilising ITSM tools to manage risks and ensure timely updates.
• Communicating effectively and holding quarterly Service Reviews.
• Maintaining regular catchups with clients to strengthen relationships.
• Creating and maintaining an internal knowledge system for SOPs and configuration.
• Maintaining and updating client CMDB’s.
• Managing major and security incidents from start to finish.
• Creating P1 Reports for major and security incidents, including action plans for mitigation and prevention of future occurrences.
• Identifying and remediating issues on broken managed service contracts.
• Identifying and implementing improvements in service delivery processes.
• Conducting weekly/monthly Watch Points and Assessments.
• Managing an annual architectural review of client’s estates to provide recommendations for improvement with key technical resources.
• Managing mini projects to ensure resources are aligned and significant progress is being made.
• Identify and communicate upsell opportunities for potential projects.
• To become involved in additional tasks as required.
• Be available out of hours for any critical issues if required.