At a Glance
- Tasks: Manage client relationships and ensure top-notch service delivery in a hybrid work environment.
- Company: Join Kerv Digital, a forward-thinking tech company focused on managed services.
- Benefits: Enjoy a competitive salary, flexible working, and opportunities for professional growth.
- Other info: Work in a dynamic team with a focus on collaboration and innovation.
- Why this job: Be the key point of contact for clients and drive continuous improvement in service delivery.
- Qualifications: Experience in service delivery and a solid understanding of ITIL principles required.
The predicted salary is between 60000 - 75000 £ per year.
Where the job is based: Hybrid (home‑based & working with Kerv Digital office/customer site visits as required) UK HQ, Seven House, 18 High Street, Longbridge, B31 2UQ
About the Role: This role is responsible for providing allocated Managed Services clients with an effective, efficient, and valued relationship with Kerv. The Service Delivery Manager will ensure that opportunities, risks, and service‑related issues are communicated clearly, while acting as a point of escalation for allocated clients. They will also contribute to the strategy, governance, and ongoing development of Managed Services for those clients.
Responsibilities:
- Management of Continual Service Improvement of Managed Services and future developments
- Maintain a strong working relationship with allocated clients
- Knowledge of client changing business needs/requirements and solution footprint; refer opportunities to relevant Account Directors/Sales leads
- Demand forecasting on Managed Services
- Client Change Management
- Ensuring Managed Services deliver to contractual obligations and client satisfaction
- Production, communication and maintenance of the Service Delivery Plan
- Service reporting and client reviews
- Internal projects/workstreams such as Process Ownership/CSI
- Act as an escalation point for both the client and Managed Services teams
- Manage and co‑ordinate urgent and complicated support issues
- Provide additional support to Project and Managed Service support teams when needed
- Proactively advise on licence renewal/contract and call off information
- Participate in improvement to our ITIL‑based framework for good practice managed services operation
- Identify risks and mitigate or communicate as necessary
- Always represent Kerv in a professional and positive manner
Skills & Experience:
- Demonstrable experience in a Service Delivery role, ideally within a managed services or technology environment
- Strong understanding of ITIL principles and good practice
- Experience working with clients, third‑party suppliers, and internal delivery teams to ensure high‑quality service outcomes
- Ability to coordinate technical and functional resources to support client satisfaction, service performance, and commercial objectives
- Knowledge of Microsoft Dynamics 365 and broad experience using modern office technology
Personal Attributes:
- Clear and confident communicator, with strong written communication skills and a professional telephone manner
- Highly organised, with the ability to prioritise workload effectively and manage competing demands
- Proactive and solutions‑focused, with a positive approach to problem solving and continuous improvement
- Collaborative and relationship‑driven, with the ability to build trust with clients, colleagues, and delivery teams
Professional Attributes:
- Confident applying ITIL‑aligned service management practices to support effective managed services delivery
- Working knowledge of DevOps principles and service management tools such as ServiceNow
- Knowledge of Microsoft Dynamics 365 to support service discussions with clients
How We Work:
- Happiest working under their own direction, but fully supported when needed
- Attention to detail – obsess about the little things
- Escalation handler, able to achieve win‑win outcomes by utilising the skills across the team
- Ability to work effectively with remote teams in India
- Ability to work flexibly to deliver on‑time to tight timescales
Job Information:
- Location: United Kingdom
- Job Type: Full Time
- Application Closing Date: 31st July 2026
Service Delivery Manager in Birmingham employer: Kerv
Kerv Digital is an exceptional employer that fosters a collaborative and innovative work culture, allowing Service Delivery Managers to thrive in a hybrid environment. With a strong focus on employee growth and development, Kerv offers opportunities for continual service improvement and professional advancement, all while maintaining a commitment to client satisfaction and high-quality service delivery. The supportive atmosphere and emphasis on ITIL best practices make Kerv a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kerv. 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 Kerv 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 in Birmingham
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 Kerv:Your cover letter is your chance to shine! Tell us why you want to work at Kerv 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 Kerv!
How to prepare for a job interview at Kerv
✨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.
