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- Tasks: Lead IT service delivery for key customer accounts and ensure service excellence.
- Company: Join Focus Group, one of the UK's fastest-growing tech providers.
- Benefits: Up to £60,000 salary, 24 days holiday, paid volunteering, and referral rewards.
- Why this job: Make a real impact by enhancing client partnerships and driving business growth.
- Qualifications: Strong leadership, communication skills, and ITIL 4 Foundation certification preferred.
- Other info: Dynamic environment with opportunities for career growth and a focus on diversity.
The predicted salary is between 43200 - 72000 £ per year.
This range is provided by Focus Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Salary - up to £60,000 (DOE)
Location - Birmingham with regular travel to customer sites
Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
Give Back: Enjoy paid volunteering days to support causes you care about.
Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.
About Us: Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.
Job Purpose: We're hiring a Service Delivery Manager to lead the delivery of IT services for key customer accounts. Acting as the primary point of contact, you'll ensure service excellence, customer retention, and account growth. This role demands strong stakeholder engagement, governance across Incident, Problem, Risk, and Change Management, and a commitment to continuous improvement. You'll oversee service reviews, reporting, and remediation, while proactively identifying risks and opportunities to enhance value. With commercial awareness and a focus on aligning service delivery to business needs, you will play a pivotal role in strengthening client partnerships and driving long‑term success.
Key Responsibilities:
- Respond to customers in accordance with Focus Group's documented procedures, established practices, and company values.
- Act as an internal advocate for customers, ensuring feedback and needs are communicated to product and service teams.
- Establish and maintain clear, professional relationships internally and with customer stakeholders, acting as the voice of the customer.
- Gather client feedback, monitor satisfaction levels, and drive improvements in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) throughout the service lifecycle.
- Plan and communicate shifting priorities effectively, ensuring commitment levels are maintained.
- Support communication and provide assistance with planned works and maintenance activities.
- Maintain awareness of complaint handling processes and track customer complaints through to resolution.
- Maintain Service Operations Manuals or customer profile documents for named accounts.
- Maintain accurate records of delivered services and customer interactions to ensure compliance and manage risk.
Skills & Experience:
- Effective collaboration with team members across different locations using virtual communication tools.
- Strong administrative and reporting skills.
- Understanding of risk management for protecting clients and service providers.
- Broad Technical understanding of IT infrastructure, Cloud services, networking, and security.
- Strong leadership, communication, and stakeholder management skills at all levels.
- Experience operating in a fast-changing environment.
- ITIL 4 Foundation certification with familiarity in Incident Management, Change and Release Management, Problem resolution, and Service/Help Desk operations.
- Ability to influence stakeholders, change opinions, and impact decision outcomes with persuasive skills.
- Capability to integrate service performance and customer satisfaction data to identify trends, prioritize issues, and create improvement plans.
- Experience managing successful service delivery using SLAs, KPIs, proactive engagement, escalation management, and regular Service Reviews.
- Commercial awareness and acumen to prioritize customer demands and internal resources while managing customer growth and cost‑to‑serve.
Nice to have:
- Exposure to Cloud and/or Communication technology sectors.
- Experience supporting software/hardware deployment operations.
- Experience working within a high-growth IT Managed Services Provider (MSP).
- Basic working knowledge of Cisco, Fortinet, M365, and Cloud products.
Don't worry if you don't meet every requirement—your passion and potential matter to us! If you're excited about driving business growth and transforming how companies use technology, we want to hear from you. At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly— we're here to help. Ready to make a real impact? Apply now!
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Project Management and Information Technology
Industries: Technology, Information and Internet
Service Delivery Manager in Birmingham employer: Focus Group
Contact Detail:
Focus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Delivery Manager role.
✨Tip Number 2
Prepare for those interviews by researching the company and its culture. We want to show that we’re not just a good fit for the role, but also for the team. Tailor your answers to reflect how your skills align with their needs.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. We can’t stress enough how important it is to be confident and articulate when discussing your experience in service delivery and stakeholder management.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Service Delivery Manager in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Delivery Manager role. Highlight relevant experience and skills that match the job description, especially in IT service delivery and stakeholder management.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background aligns with our values at Focus Group. Keep it engaging and personal.
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you've improved service delivery or customer satisfaction in previous roles to demonstrate your impact.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Focus Group
✨Know Your Stuff
Make sure you brush up on your knowledge of IT infrastructure, Cloud services, and networking. Familiarise yourself with the key responsibilities of a Service Delivery Manager, especially around stakeholder engagement and service excellence. This will help you answer questions confidently and show that you're the right fit for the role.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led teams or projects. Focus on how you managed stakeholder relationships and drove improvements in customer satisfaction. This will demonstrate your ability to influence and engage effectively, which is crucial for this position.
✨Be Ready for Scenario Questions
Expect to be asked about how you'd handle specific situations, like managing a service delivery issue or responding to customer complaints. Think through potential scenarios in advance and outline your approach to problem-solving and risk management. This will show your proactive mindset and readiness to tackle challenges.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared about the company culture, team dynamics, or future projects. This not only shows your interest in the role but also gives you a chance to assess if the company aligns with your values and career goals.
