Location: PREFRENCE IS THE SOUTH WEST - Hybrid / Remote options available, depending on location
Apply fast, check the full description by scrolling below to find out the full requirements for this role.
About the role
We are seeking an experienced IT Service Delivery Manager to take ownership of key enterprise customer relationships within a fast-paced Managed Service Provider (MSP) environment.
This is an excellent opportunity for a customer-focused IT Service Management professional who combines strong relationship management skills with hands-on operational expertise. You will be responsible for ensuring consistently high service standards, managing escalations, monitoring performance and driving continuous improvement across a range of enterprise technology services.
The successful candidate will be confident engaging with senior stakeholders and executive teams while remaining comfortable overseeing day-to-day service operations, investigating performance issues and coordinating technical teams and third-party suppliers.
Experience within managed services is essential, ideally alongside exposure to enterprise mobility, endpoint management or end-user computing environments.
Key responsibilities
* Own and develop strategic relationships with enterprise customers, acting as a trusted point of contact for service delivery and operational performance.
* Lead regular service reviews, Quarterly Business Reviews (QBRs) and executive steering committee meetings.
* Monitor service performance against agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and contractual commitments.
* Take ownership of major incidents, customer escalations and service-related risks, ensuring effective communication, resolution and follow-up.
* Drive continual service improvement initiatives, identifying trends, addressing recurring issues and improving service quality.
* Oversee incident, problem and change management processes in line with ITIL principles and established service management practices.
* Produce and present accurate service performance reports, operational insights and management information.
* Work collaboratively with technical teams, geographically dispersed resources and third-party suppliers to maintain service standards.
* Maintain effective governance, ensuring actions are tracked, responsibilities are clear and commitments are delivered.
* Balance customer expectations, operational requirements and commercial priorities while identifying opportunities to improve service delivery.
* Support effective asset and configuration management, ensuring processes and reporting remain accurate and fit for purpose.
Essential experience and skills
To be successful in this role, you will need:
* Proven experience working within a Managed Service Provider (MSP) environment. xsabvtc
* Experience owning and managing enterprise customer relationships.
* A strong background in IT Service Management, with a good working knowledge of ITIL...
IT Service Delivery Manager in Newton employer: IT Stars Recruitment
Join a dynamic Managed Services Provider in Bristol, where you will thrive in a collaborative work culture that values innovation and employee growth. With a focus on delivering complex IT projects, you'll have the chance to lead cross-functional teams and engage directly with clients, all while benefiting from ongoing professional development and a supportive environment. This role offers a unique opportunity to make a significant impact within a growing company that prioritises both client satisfaction and employee success.
