Service Delivery Manager - Managed Services - Cloud, Secure Networking, Cyber, UC

Service Delivery Manager – Managed Services – Cloud, Secure Networking, Cyber, UC

Client Relations / Customer Success – Managed Services / ITIL

Location: Remote, with infrequent travel to North West office & client sites

Paying circa £50/55k DOE

No sponsorship available, UK applicants only.

We’re looking for Service Delivery Management Professionals, in the MSP world, who excel in building strong customer relationships, skilled in managing escalations, and is committed to delivering top-tier service through thorough process management and accurate reporting.

Key Responsibilities:

• Build and sustain trusted relationships with customers, understanding their objectives and collaborating with internal teams to meet these goals while advocating for customer needs.
• Serve as the main escalation contact, coordinating with internal teams and external partners to ensure effective communication and resolution.
• Conduct regular Service Reviews to gain insights, maintain customer satisfaction, and build trust through clear, consistent follow-ups.
• Lead cross-functional teams in resolving escalations efficiently, providing guidance to service teams and liaising with external vendors as needed.
• Ensure timely, transparent communication with customers during escalations, keeping them updated on progress.
• Oversee contract fulfilment by accurately reporting on Service Level Agreements, analysing trends, and preparing P1/P2 Root Cause Analysis reports within expected timeframes.
• Maintain a Continual Service Improvement (CSI) register for each client, prioritizing initiatives that align with contractual limits. Identify and pursue opportunities to enhance service quality, partnering with Account Management to drive improvement and growth.
• Facilitate smooth transitions from project completion to ongoing service, coordinating all activities with stakeholders to meet deadlines. Keep customer documentation current per contract requirements, ensuring clients are well-equipped for support.
• Enable effective handover of knowledge from project teams to support teams, ensuring customers transition seamlessly into live support.
• Partner with the Service Desk to maintain SLA compliance, collaborate on process improvements, and strengthen relationships through regular visits and participation in Working Groups.
• Develop strong supplier relationships to manage escalations and ensure supplier SLAs are met, safeguarding customer satisfaction.
• Thoroughly understand contractual obligations to ensure service aligns with available resources, monitor compliance with service credit agreements, and refer business growth opportunities to the Account Development team.
• Collaborate closely with Account Development, providing insights for account planning and building relationships with Account Directors for unified client engagement. Represent the Service Team at Quarterly Business Reviews (QBRs) as needed.
• Actively contribute to team knowledge-sharing, document refinement, and best practices to foster continuous improvement and alignment across cross-functional teams.

Person Specification

Technical Profile:

• ITIL Foundation certified (minimum requirement).
• At least 2 years’ experience in Service Delivery Management within a Managed Service environment.
• Proficient in service delivery, project management, and planning.
• Skilled in report production and document writing.
• Familiarity with Microsoft Word, PowerPoint, Excel, etc.

If you’re ready to join a dynamic, award-winning team, we want to hear from you! Apply today to make a meaningful impact.