At a Glance
- Tasks: Own customer relationships and drive service delivery excellence.
- Company: Innovative Microsoft Cloud Solution Partner with a focus on IT support and digital transformation.
- Benefits: Unlimited holiday, private healthcare, flexible working, and company shares.
- Other info: Join a supportive team that values continuous learning and diversity.
- Why this job: Make a real impact by enhancing customer experiences and driving growth.
- Qualifications: Strong relationship management skills and a proactive mindset.
The predicted salary is between 47181 - 50000 £ per year.
Service Delivery Manager
Remote | Unlimited Holiday | Own the customer experience — driving value, retention, and growth.
Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK.
We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.
With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington.
Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.
We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.
Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.
We are committed to the well‑being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.
Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.
Role Overview
This role exists to ensure our customers consistently experience the value of working with Infinity – not just through stable services, but through proactive delivery that drives trust, retention, and expansion.
You’ll sit at the centre of the customer relationship, connecting delivery, support, and commercial teams to ensure services perform, issues are resolved fast, and opportunities to improve or grow accounts are not missed.
At its core, this is about turning service delivery into a competitive advantage – where customers stay, expand, and advocate because of how well we deliver.
- What you’ll be doing
- Customer ownership & relationship management
- Take full ownership of the service relationship for your customers — building trust, managing expectations, and ensuring they see clear, ongoing value.
- Service performance & improvement
- Ensure services are delivered consistently to a high standard, using data and insight to identify gaps and drive continuous improvement.
- Incident leadership & accountability
- Own critical issues end‑to‑end – coordinating teams, communicating clearly, and ensuring problems are resolved and learned from.
- Commercial awareness & growth
- Spot opportunities to improve, expand, or evolve services based on customer needs – contributing to account growth and long‑term value.
- Cross‑team alignment
- Bring together support, delivery, and sales to create a joined‑up customer experience, removing silos and driving shared accountability.
- Operational effectiveness
- Ensure the right processes, standards, and ways of working are in place – and actually used – to deliver consistently and efficiently.
- The kind of problems you’ll solve
- A key customer is losing confidence due to recurring service issues.
- Support, projects, and account management aren’t aligned – causing a fragmented experience.
- Service performance data exists but isn’t driving action or improvement.
- High‑value incidents aren’t being managed with enough visibility or ownership.
- Customers don’t fully understand the value they’re getting from their services.
- Opportunities to grow accounts are missed because insight isn’t surfaced.
- Processes exist but aren’t being followed consistently or effectively.
- Costs are rising without a clear link to improved customer outcomes.
- What sets you apart
- You think in terms of outcomes and customer impact, not just process.
- You take ownership – especially when things go wrong.
- You balance customer needs with commercial reality.
- You’re comfortable challenging internally to improve the customer experience.
- You connect the dots across teams, rather than working in silos.
- You use data to drive decisions, not just report on performance.
- You stay calm and decisive under pressure, particularly during incidents.
- You naturally build trust with both customers and internal teams.
- Your impact
On the business
- Higher retention, stronger account growth, and more predictable service performance.
On customers
- A clear, consistent experience where services deliver real value — not just uptime.
On the team
- Better alignment, clearer accountability, and a stronger focus on outcomes over activity.
- What it’s like here
- Ambitious, but not political.
- High standards, but pragmatic.
- People who care about doing things properly – not just hitting numbers.
- You’ll get
- Unlimited annual leave.
- Private healthcare, life assurance, company shares.
- Electric car scheme.
- Flexible/remote working (with access to Tunbridge Wells & Paddington).
- Team and company socials, including Illuminate Awards.
- #J-18808-Ljbffr
Service Delivery Manager employer: INFINITY GROUP
Infinity Group is an exceptional employer that prioritises employee well-being and growth, offering unlimited holiday, private healthcare, and a commitment to continuous learning through fully funded training programmes. With a vibrant work culture that values empathy, creativity, and collaboration, employees are empowered to drive customer success while enjoying the flexibility of remote working and access to our offices in Tunbridge Wells and London Paddington. Join us to be part of a team that not only excels in delivering award-winning IT solutions but also fosters a supportive environment where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at INFINITY GROUP. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like INFINITY GROUP before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to INFINITY GROUP:Your cover letter is your chance to shine! Tell us why you want to work at INFINITY GROUP specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at INFINITY GROUP!
How to prepare for a job interview at INFINITY GROUP
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
