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. Base pay range We're Hiring - Service Delivery Manager 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
Service Delivery Manager employer: Focus Group
Focus Group is an exceptional employer that fosters a collaborative and innovative work culture, where your expertise in networking and security will be valued and nurtured. With opportunities for professional growth through mentorship and hands-on project involvement across the UK, you will play a pivotal role in shaping cutting-edge solutions while enjoying a competitive salary and flexible hybrid working arrangements.
