At a Glance
- Tasks: Lead service delivery for major clients, ensuring top-notch performance and continuous improvement.
- Company: Join Kerv Connect Cloud, a leader in networking and cloud solutions.
- Benefits: Enjoy competitive salary, flexible working, and a focus on employee experience.
- Other info: Embrace a culture of collaboration, diversity, and innovation.
- Why this job: Be the voice of the customer and drive impactful technology solutions.
- Qualifications: Experience in service delivery management and strong stakeholder engagement skills.
The predicted salary is between 55000 - 65000 £ per year.
About Kerv Connect Cloud Kerv Connected Cloud is the networking, security and Azure Cloud practice of the Kerv Group. We support digital transformation initiatives with secure, automated and simple to manage solutions for the data centre, branch office and cloud. We provide our customers with the answers to real-world business challenges through the effective and considered deployment of technology and its supporting processes. Our services and solutions portfolio focuses on network and security technologies, transforming the data centre and branch architecture to better support the demands of digital transformation.
The Role
The Service Delivery Manager (SDM) is the primary customer advocate and operational interface for a portfolio of strategic large enterprise clients. This role ensures contracted services are delivered to agreed service levels, drives continuous improvement, and acts as a trusted partner to the customer—aligning services to their evolving business needs.
Key Responsibilities
- Act as the primary point of contact for operational service matters, representing the customer within the organisation.
- Build and maintain strong senior stakeholder relationships within assigned accounts, fostering trust and transparency.
- Lead regular service reviews (e.g., monthly, quarterly) with customer and internal stakeholders, presenting performance, incidents, and improvement initiatives.
- Monitor service performance against contractual SLAs, KPIs, and OLAs, taking corrective action where required.
- Manage escalations effectively, ensuring root cause is addressed and preventive measures are implemented.
- Produce and deliver performance reports, including analysis of trends and identification of service risks.
- Identify and drive service improvement plans to enhance quality, efficiency, and customer satisfaction.
- Proactively suggest innovations, technology updates, or process enhancements aligned to customer strategy.
- Oversee major incident communications and post-incident reviews with customers.
- Work with problem management teams to identify recurring issues and develop resolution plans.
- Support change management processes to minimise service impact and ensure successful outcomes.
- Understand contractual commitments, scope, and boundaries of the service, ensuring compliance.
- Identify opportunities for service growth or up-sell in collaboration with account management teams.
- Assist in the renewal and renegotiation of service contracts where applicable.
Skills & Experience Required
Essential:
- Proven experience as a Service Delivery Manager within a Tier-1 service provider, telco, or managed services environment.
- Track record of managing services for large enterprise or public sector customers.
- Strong knowledge of ITIL service management processes (ITILv4 Foundation minimum).
- Excellent stakeholder management and relationship-building skills, including experience engaging at C-level.
- Proven ability to interpret and present technical data in a clear, business-oriented manner.
- Strong organisational skills, with the ability to manage multiple priorities in high-pressure environments.
- Familiarity with telecoms, networking, cloud, or security managed services.
- Experience producing and delivering service review reports to senior audiences.
Desirable:
- ITIL Intermediate or Expert certification.
- Experience working in a multi-vendor or complex supply chain environment.
Key Competencies
- Customer Focus – Puts the customer at the centre of decision-making.
- Accountability – Takes ownership for outcomes and drives resolution.
- Communication – Clear, concise, and adaptable to audience.
- Analytical Thinking – Uses data and trends to inform decision-making.
- Collaboration – Works effectively across departments and with partners.
Performance Indicators
- SLA and KPI compliance rates.
- Customer satisfaction (CSAT/NPS) scores.
- Number and success of service improvement initiatives delivered.
- Reduction in repeat incidents or chronic issues.
- Positive feedback from internal and external stakeholders.
You will live the Kerv values…
- Think Customer First
- Team is everything
- Spread good vibes
- Build future
- Do the right thing
At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.
Service Delivery Manager in London employer: Kerv
Kerv Connect Cloud is an exceptional employer that prioritises employee experience and fosters a collaborative work culture. With a strong commitment to diversity, equality, and continuous improvement, employees are empowered to grow through meaningful projects and innovative solutions in the dynamic field of digital transformation. Located in a vibrant environment, Kerv offers unique opportunities for professional development while ensuring that every team member feels valued and included.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Kerv values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Kerv might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Kerv!
✨Direct Apply to Kerv
Let's not forget to apply directly through the Kerv website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Delivery Manager in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Kerv.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Kerv. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Kerv
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
