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- Tasks: Lead service delivery and build strong client relationships in a dynamic IT environment.
- Company: Join a leading global provider of managed IT services and digital transformation.
- Benefits: Competitive salary, hybrid work model, and a focus on employee growth and wellbeing.
- Why this job: Make a real impact by driving exceptional service for prestigious clients.
- Qualifications: 5+ years in managed services with strong ITIL knowledge and customer-centric skills.
- Other info: Collaborative culture with opportunities for continuous improvement and career advancement.
The predicted salary is between 42000 - 84000 £ per year.
A leading global provider of managed IT services, cloud expertise, AI solutions, and digital transformation is seeking an experienced Service Delivery Manager to join the team and help drive exceptional service delivery for their prestigious clients. This role offers the chance to own service governance, build lasting client relationships, and contribute to high-impact enterprise managed service deals in a supportive, collaborative environment committed to employee growth and wellbeing.
Location: Central London (Hybrid: Occasional travel to London office plus when needed on customer site)
The Role:
- Build and nurture strong client relationships, focusing on positive sentiment, satisfaction, and proactive engagement to anticipate and prevent escalations.
- Lead regular service reviews, ensure consistent face-to-face interaction, and promote the value clients derive from in-house services.
- Support integrated account planning, renewals, and relationship mapping.
- Maintain up-to-date service design documentation, service catalogues, and manage vendor/third-party agreements.
- Identify, log, and manage risks/issues; lead service improvement initiatives and ensure contractual adherence.
- Collaborate on contract changes, demand planning, scope management, budgeting, cost tracking, invoicing, and financial risk mitigation.
- Support audits, compliance, and SME input for service management areas.
- Own service level performance across engagements: proactively manage SLAs/KPIs, monitor trends, implement corrective actions, and drive continuous improvement.
- Ensure alignment with ITIL best practices; act as escalation point for critical incidents, lead major incident management, root cause analysis, and proactive problem management.
What We're Looking For:
- 5+ years' experience within a Managed Service Provider, ideally with large enterprise customers.
- Strong ITIL exposure with relevant certification (eg, ITIL Foundation or higher).
- Strong technical understanding of IT infrastructure.
- Customer-centric mindset with proven experience in customer success, relationship building, and driving satisfaction/continual improvement.
- Track record in developing/implementing processes, cost management, invoicing, budgeting, and financial tracking.
- Experience in ITIL-based service management (incident, problem, change, SLA/KPI tracking).
- Team leadership, performance coaching, and ability to work collaboratively across shared services.
- Experience in enterprise managed services, service governance, and performance management is highly desirable.
Service Delivery Manager employer: Computappoint
Contact Detail:
Computappoint Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even reach out on LinkedIn. Building relationships can open doors to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their services and how they align with your skills. This way, you can tailor your responses to show how you can contribute to their success.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources. The more comfortable you are speaking about your experience and skills, the better you'll perform when it counts.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can leave a lasting impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Service Delivery Manager. Highlight your experience with managed service providers and any ITIL certifications you have. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us about your customer-centric mindset and how you've built strong client relationships in the past. Keep it engaging and relevant to the job description.
Showcase Your Achievements: Don’t just list your responsibilities; show us what you've achieved! Use metrics where possible to demonstrate your impact on service delivery, client satisfaction, or process improvements. We love numbers that tell a story!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Computappoint
✨Know Your ITIL Inside Out
Since the role requires strong ITIL exposure, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've applied ITIL principles in past roles, especially in service management and incident handling.
✨Showcase Your Client Relationship Skills
Prepare examples that highlight your experience in building and nurturing client relationships. Think of specific instances where you turned a challenging situation into a positive outcome, demonstrating your customer-centric mindset.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage service delivery challenges. Practice articulating your thought process and decision-making strategies in these situations.
✨Demonstrate Financial Acumen
Since budgeting and financial tracking are key aspects of the role, be prepared to discuss your experience with cost management and invoicing. Bring examples of how you've successfully managed budgets or improved financial processes in previous positions.
