At a Glance
- Tasks: Ensure top-notch IT service delivery and customer satisfaction while managing key relationships.
- Company: Join a leading IT consultancy with over 30 years of experience and a stellar reputation.
- Benefits: Enjoy a competitive salary, performance bonuses, and generous annual leave.
- Other info: Dynamic work environment with opportunities for professional growth and development.
- Why this job: Be the bridge between clients and tech teams, making a real impact in service delivery.
- Qualifications: Proven experience in IT service management and strong communication skills required.
The predicted salary is between 50000 - 65000 £ per year.
About Doherty Associates
Doherty Associates (DA) has successfully delivered IT consultancy and managed services for over 30 years to world-renowned, international clients. Our focus is on delivering exceptional customer services to the professional and financial services sector, including leading private equity and venture capital firms and several top 10 UK law firms. We are a Microsoft Partner with five competencies, a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited. Our customers rely on us to bring specialist expertise across cloud solutions, hybrid working, modern workplace, cyber security and compliance, and the adoption of automation and AI. We have built a reputation as a company that keeps its promises and delivers quality.
About the role
The Service Delivery Manager (SDM) is responsible for ensuring the consistent delivery of reliable and effective IT services to customers, in alignment with contractual obligations, service level agreements (SLAs), and business objectives. You will act as the bridge between the customer, the technical and the account management teams, ensuring operational robustness, consistent customer satisfaction, and continuous service improvement across all managed services. This role is best suited to an experienced SDM professional who works comfortably in an IT MSP, high-pressure environment, has a track record of managing demanding customer expectations while working closely with senior stakeholders to deliver results. Strong communication skills are essential for navigating complex negotiations, handling sensitive information, and building lasting relationships.
Main responsibilities
- Service performance and SLA management
- Act as an escalation point for persistent issues and assist key customers during major incidents.
- Drive resolution of service quality related escalations, by co-ordination across relevant departments.
- Monitor and report on monthly service performance against SLAs and KPIs (at a DA business level and specific customer level, as required).
- Identify service delivery risks and propose mitigation strategies (at the business and client level).
- Manage SIP processes for specific customers.
- Develop and improve customer satisfaction and the supporting processes.
- Customer engagement and relationship management
- Build and maintain strong relationships with internal and external stakeholders to understand business needs and expectations.
- Partner with Account Managers in conducting service review meetings with key clients and standardise generic performance metrics and reporting.
- Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services when required.
- Be an ambassador for IT Managed Services and help educate the customer and their teams on how best to use our services.
- Operations
- Coordinate client and account management escalations with internal service desk and project teams to ensure timely and effective delivery of services.
- Oversee change, release and service transition management processes.
- Work with service desk leads to ensure compliance with ITIL best practices and internal governance standards.
- Continuous improvement and innovation
- Identify opportunities for service improvement and efficiency gains.
- Lead initiatives to enhance service quality, customer experience, and operational processes.
- Collaborate with technical teams to implement automation and innovation in service delivery.
- Review and identify services that are being delivered that could generate billable work such as Ad-hoc tickets.
- Reporting and documentation
- Produce and present service reports, dashboards, and performance summaries.
- Create and maintain service performance reports that show the commercial success of each service line.
- Own customer experience reporting, identifying service concerns and opportunities for improvement.
- Team collaboration and leadership
- Work closely with the Service Desk, Project Managers, and Account Managers to drive improvements in service delivery and the process of transitioning services into operations.
- Support onboarding of new clients.
- Assist Managers in mentoring the junior staff involved in service improvements or CSI.
Professional skills and experience
- Demonstrable ability to lead IT service delivery operations in a fast-paced, mid-sized MSP, with measurable improvements in service quality and customer satisfaction.
- ITIL certified, with good understanding of practical application of ITIL principles to drive service consistency, incident resolution, and process optimisation.
- Hands-on, effective ownership of SLA and KPI frameworks - not just working within them, but actively shaping, monitoring, and improving them to meet evolving client needs.
- Experience with clients utilising Microsoft M365 and cloud services.
About the person
- Professional demeanour, influential at C-level.
- High levels of empathy with ability to build and maintain effective relationships.
- Clear and confident communicator, able to build trust and influence stakeholders at all levels.
- A proactive, ‘can-do’ attitude and sense of urgency.
- High ethical standards and integrity.
- Analytical mindset with the ability to interpret data and drive decisions.
- Resilient with ability to learn and bounce back from challenging situations.
What we offer in return
- Basic salary plus performance bonus.
- Incentive scheme for passing specific Microsoft accreditations.
- 33 days of annual leave (incl. 8 UK bank holidays).
- Time off on your birthday.
- Private medical insurance, group income protection and life insurance.
- Enhanced family friendly schemes.
- Pension scheme.
- Company sick pay.
- Compassionate leave.
- Employee Assistance Programme.
Service Delivery Manager in London employer: Doherty Associates
Doherty Associates is an exceptional employer, offering a dynamic work environment where IT professionals can thrive. With a strong focus on employee growth, we provide opportunities for continuous learning and development, including incentives for achieving Microsoft accreditations. Our supportive culture prioritises collaboration and innovation, ensuring that every team member contributes to delivering outstanding service to our prestigious clients in the heart of the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Doherty Associates values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Doherty Associates might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Doherty Associates!
✨Direct Apply to Doherty Associates
Let's not forget to apply directly through the Doherty Associates website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Delivery Manager in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Doherty Associates.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Doherty Associates. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Doherty Associates
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
