Service Delivery Manager

Location: Any Centerprise site/home working, with customer site attendance typically two days per week.

Business Unit: Services

Reporting Line: Head of Solutions and Service Delivery

Package: Basic salary plus Non-Sales Incentive Scheme

Clearance: Security clearance required or willingness to undertake clearance.

This is a key customer-facing role at the centre of service quality, operational performance and long-term account success. You will help customers move smoothly from service design into live delivery, while making sure services remain well-run, well-governed, and aligned to contract commitments. It is a strong opportunity for an experienced Service Delivery Manager who wants to shape better outcomes for customers and drive continuous improvement.

Role Summary

As Service Delivery Manager, you will act as the link between customers and internal service teams, helping to onboard new services, manage live accounts and improve service performance over time. You will work across public and private sector accounts, ensuring contractual obligations, SLAs and KPIs are met, while building trusted customer relationships and identifying opportunities to strengthen service delivery.

What you’ll do

• Manage the day-to-day delivery of services across assigned customer accounts.
• Ensure services are delivered in line with contracts, SLAs and KPIs.
• Support service onboarding and transition into business as usual.
• Prepare and present service reviews, reports and performance updates to customers.
• Oversee service documentation, records, action plans and governance artefacts.

Customer relationship management

• Build strong, credible relationships with customers and key stakeholders.
• Act as a trusted point of contact between customer teams and internal support functions.
• Support Business Relationship Managers in customer meetings and service reviews.
• Present changes to customers and ensure agreed procedures are followed.

Service improvement and governance

• Maintain registers, escalation paths, operational records and service plans across client accounts.
• Analyse service data to identify trends, risks and improvement opportunities.
• Drive continual improvement activity that improves quality, efficiency and customer experience.
• Work with internal and external stakeholders to implement improvements in a practical, cost-effective way.

Business support and collaboration

• Contribute to Service Design Packs and support the introduction of new services.
• Work with the Solutions and Sales teams to help transition services successfully.
• Contribute service delivery input to proposals and bids.
• Promote best practice and a consistent service approach across the wider business.

What success looks like

• New and changed services move into live operation smoothly, with clear governance and strong customer confidence.
• Customer accounts are well managed, with service performance consistently tracked, communicated and improved.
• Service reviews lead to clear actions, better visibility and stronger working relationships.
• Risks, issues and improvement opportunities are identified early and addressed effectively.
• Internal teams and external partners work together in a joined-up way to support customer outcomes.
• Customers see Centerprise as responsive, professional and easy to work with.

What you’ll bring

• Experience in a Service Delivery Manager role.
• Strong customer-facing experience in managed services environments.
• Broad knowledge of IT and communications managed services.
• Experience in customer relationship management.
• Financial awareness and commercial understanding.
• Experience of working with IT service management platforms.
• Strong reporting and analysis skills, with the ability to turn service data into clear actions and recommendations.
• Proficiency in Microsoft Office, particularly Excel, PowerPoint, Visio, Power BI and Word.
• Ability to work with service documentation, operational records, risk registers and improvement plans.
• Confidence working across service transition, live operations and continual improvement activity.

Behaviours and approach

• Strong customer focus and a professional approach in every interaction.
• Clear written and verbal communication skills.
• Good listening skills and the ability to understand stakeholder needs quickly.
• Organised, proactive and comfortable managing multiple contracts and priorities.
• Calm under pressure, with a strong sense of ownership and accountability.
• Able to explain technical matters in a clear way for non-technical audiences.
• Always looking for practical ways to improve service quality and consistency.
• ITIL 4 Foundation qualification, or willingness to complete ITIL 5 Foundation.
• Process design and implementation experience.
• Experience working within a SIAM ecosystem.

Centerprise is a well-established UK technology provider with over 40 years of experience delivering infrastructure, cloud, managed services and lifecycle solutions. It combines the strength of a national organisation with the agility of a growing business, supporting public and private sector customers across the UK.

For this role in particular, you will benefit from:

• A visible role with direct impact on customer satisfaction, service performance and account growth.
• The chance to work across a varied customer base spanning public and private sector organisations.
• Close collaboration with service, solutions and sales teams, giving you broad exposure across the business.
• An opportunity to shape service improvement and influence how services are transitioned and managed.
• A supportive, professional working environment focused on high standards and continuous development.
• Work-life balance with hybrid working across home, Centerprise sites and customer locations.
• A varied role with regular customer engagement, typically two days on customer sites each week.

Our culture

At Centerprise, we value accountability, collaboration and a practical approach to getting things done. We want people who take ownership, build strong relationships and keep looking for better ways to improve how we work and what we deliver for customers.

Apply now

If you are an experienced Service Delivery Manager looking for a role where you can make a clear difference to customer outcomes and service performance, we would like to hear from you.