Salary: £48,000 - 55,000 depending on experience
Location: Office based in Leatherhead/Woking, with option for hybrid working in the future
Contract: Full-time, permanent
About the role
We are looking for a Service Delivery Manager to take full ownership of our largest managed service account: a major care sector group operating a large multi-site estate across the UK.
This is a dedicated account role. You will be the named point of accountability for everything the client experiences from their IT provider. You will chair the service reviews, own the escalations, coordinate the projects and drive continuous improvement across a complex, distributed estate. You will work alongside a dedicated technical lead and a wider helpdesk team, with the autonomy to shape how the service is delivered.
The account is existing but operated under break/fix until now. You will be instrumental in establishing the fully managed service model, building the client relationship and setting the standard for how we operate at scale.
What you will be doing
- Owning the client relationship end to end as the single point of accountability for service quality and delivery
- Chairing monthly service reviews and Quarterly Business Reviews with the client's senior management
- Managing escalations and providing oversight of priority and major incidents across the estate
- Coordinating project work, new site onboarding and infrastructure programmes
- Leading service improvement planning and contributing to the technology roadmap
- Reporting on service performance, ticket volumes and cost trends
- Working with the dedicated technical lead to ensure consistent service coverage across all sites
- Supporting billing accuracy, licensing reconciliation and contract compliance
What we are looking for
- Proven experience as a Service Delivery Manager, Account Manager or similar role within an MSP or IT services environment
- Strong understanding of ITSM/ITIL frameworks in practice, not just theory
- Confidence chairing client-facing reviews and managing senior stakeholders
- Working knowledge of Microsoft 365 and Azure sufficient to oversee delivery and have credible technical conversations (you are not the engineer, but you need to understand what the engineers are doing)
- Experience with PSA/ticketing platforms
- Excellent communication skills with both technical and non-technical audiences
- Organised, methodical and able to keep multiple workstreams on track simultaneously
Advantageous
- Experience in the care or health sector, or with clients handling sensitive personal data
- Familiarity with NHS DSPT, Cyber Essentials or ISO 27001
- Willingness to obtain DBS clearance (required for this client)
What is in it for you
- A genuinely significant account with a large, multi-site client. This is not a portfolio of small clients; it is a single, large-scale managed service where you can make a real impact
- Autonomy to shape the service model
- A growing business with a clear trajectory. This account is the foundation for wider growth and your role will evolve with it
- Pension, 22 days annual leave, paid professional development training and exams
About us
We are a specialist managed IT services provider focused on Microsoft 365, Azure, endpoint management and cybersecurity. We work with clients in the care, healthcare and professional services sectors. Our approach is direct, technically rigorous and built around long-term client relationships rather than volume.
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