Service Delivery Manager

Shape IT Recruitment; United States; Remote; GBP 55,000 - 75,000; Full time

Job summary

Shape IT Recruitment is recruiting a Service Delivery Manager for an established MSP. You will own a portfolio of customers, build strong relationships and drive continuous service improvement while ensuring SLAs are met.

The role is remote with travel, leading a small service desk team and collaborating with Account Managers to support retention and growth.

Qualifications

• Experience delivering service delivery within an MSP or managed services environment.
• Proven ability to manage senior customer stakeholders.
• Strong organizational and communication skills.
• Proactive, solutions-focused with continuous improvement mindset.
• Knowledge of SLAs and service reviews.
• Commercial awareness around retention and renewals.
• Experience leading or developing a technical/service team.
• Willingness to travel; ITIL certification would be advantageous.

Responsibilities

• Manage a portfolio of managed services customers as their primary service contact.
• Build trusted relationships with senior customer stakeholders.
• Lead service reviews and ensure SLAs are met.
• Identify risks, trends and opportunities to improve service quality.
• Support customer retention, renewals and business growth with Account Managers.
• Coordinate technical, project and service teams to deliver outcomes.
• Lead and develop a small team of Service Desk Engineers.
• Handle challenging conversations confidently and professionally.
• Support transition of new projects and services into managed support.

Skills

Customer relationship management

Stakeholder management

Service reviews

SLAs

Problem solving

Continuous improvement

Customer retention

Renewals

Team leadership

Communication skills

ITIL certification

Job description

Are you a Service Delivery Manager who takes pride in delivering excellent customer service and building lasting relationships?

We’re working with an established managed services provider to recruit a customer-focused Service Delivery Manager who can take ownership of a portfolio of customers, strengthen partnerships and drive continuous service improvement.

What you’ll be doing

• Manage a portfolio of managed services customers, acting as their primary service contact.
• Build and maintain trusted relationships with senior customer stakeholders.
• Lead service reviews and ensure performance meets agreed SLAs.
• Identify risks, trends and opportunities to improve service quality and the customer experience.
• Work closely with Account Managers to support customer retention, renewals and business growth.
• Coordinate technical, project and service teams to deliver successful outcomes.
• Lead, support and develop a small team of Service Desk Engineers.
• Handle challenging customer conversations confidently and professionally.
• Support the transition of new projects, changes and services into managed support.

What we’re looking for

You’ll have proven experience in service delivery within an MSP or managed services environment, along with:

• Strong customer relationship and stakeholder management skills.
• Experience conducting service reviews and managing SLAs.
• A proactive, solutions-focused approach to problem-solving and continuous improvement.
• Commercial awareness, particularly around customer retention and renewals.
• Experience leading or developing a technical or service-based team.
• Confidence engaging with senior customers and managing difficult conversations.
• Excellent organisational and communication skills.
• ITIL certification would be advantageous.

Why this role?

This is an opportunity to take genuine ownership of your customer portfolio and make a tangible impact on service delivery. You’ll have the scope to influence how services are delivered, drive improvements and collaborate with technical, commercial and project teams to deliver the best possible customer outcomes.

The role is remote, with travel required.