IT Service Delivery Manager

Acora is a business technology services partner, helping organisations get the most from their technology through managed IT and security services, consulting, professional services and development.

We’re looking for an experienced IT Services Delivery Manager to oversee data platform services for one of our major enterprise customers. This varied, client-facing role combines service delivery, deep technical understanding, commercial awareness and relationship management.

You’ll work with senior customer stakeholders and Acora’s technical, architecture and commercial teams to ensure the service runs well, resolve issues and shape the platform’s development. You’ll also need to explain technical matters in straightforward business terms and keep everyone focused on what needs to happen.

You don’t need to be a hands-on engineer or expert in every technology however this position is technical.

What we’re looking for

You’ll have experience managing IT services for a large or complex customer, along with the confidence to work with senior stakeholders and technical teams.

You’ll ideally bring:

• Experience of IT service delivery, including service levels, reporting, service reviews, incidents, escalations and service improvement.
• A strong understanding of modern data platforms and Microsoft stack.
• The confidence to discuss technical issues, understand the options and work with specialists to reach the right decisions.
• Commercial awareness, including an understanding of service costs, budgets, platform usage and opportunities to reduce unnecessary spend.
• Strong communication and organisational skills, with the ability to manage competing priorities and keep things moving.
• A practical, calm approach when problems arise, and the confidence to take ownership and see things through.

Technical experience

You don’t need to know everything, but familiarity with some of the following would be useful:

• Microsoft Fabric: An understanding of its capabilities, including OneLake, Data Factory, Lakehouse, Warehouse and reporting.
• Power BI: Strong Familiarity with reporting and semantic models.
• Microsoft Azure: Experience Azure data services and monitoring tools.
• Microsoft Purview: Awareness of data governance, classification and data quality.
• Security and access management: Understanding identity, permissions and Entra ID.
• Databricks: Experience would be an advantage, if not a true understanding
• Service management tools: Experience with ServiceNow or similar platforms.

Key Responsibilities:

• Looking after the service: Make sure agreed service levels and KPIs are met, lead service reviews and keep the customer informed about performance, risks and issues.
• Building relationships: Develop trusted relationships with customer stakeholders, understand their priorities and make sure expectations are managed.
• Providing technical oversight: Work with architects and technical teams to oversee the data platform, review proposed changes and help plan upgrades, improvements and future development.
• Keeping things running smoothly: Coordinate major incidents and escalations, oversee problem management and make sure issues are properly resolved.
• Improving the service: Identify ways to improve performance, resilience and day-to-day operations. Make sure changes are properly planned, documented and ready for support.
• Keeping an eye on costs: Understand platform usage, capacity and budgets, and identify opportunities to improve efficiency and get better value.
• Supporting good data governance: Work with the relevant teams on data quality, security, classification and the appropriate handling of sensitive information.
• Working across Acora: Partner with account, commercial and technical colleagues to make sure the service delivers what the customer needs.