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- Tasks: Lead IT service delivery, ensuring excellence and building strong customer relationships.
- Company: Dynamic IT Reseller and Managed Services Provider with a focus on innovation.
- Benefits: 26 days annual leave, enhanced family leave, health benefits, and electric vehicle scheme.
- Why this job: Shape service strategies and drive continuous improvement in a fast-paced environment.
- Qualifications: Experience in IT service delivery and strong relationship-building skills required.
- Other info: Hybrid working model with opportunities for career growth and development.
The predicted salary is between 43000 - 51000 £ per year.
Salary: £50,000 - £60,000 pa DOE
Location: Nottinghamshire / London (hybrid / client site / remote)
Benefits: 26 days Annual Leave (+ bank holidays), Enhanced Maternity & Paternity, Access to HealthShield & Holiday Purchase Scheme & Electric Vehicle Scheme
Our Client: Multi-Vendor IT Reseller & Managed Services Provider / VAR
The Opportunity: We are searching for a proactive & experienced Service Delivery Manager to take ownership of the operational and commercial success of IT services delivered to a portfolio of enterprise customer contracts. You will play a key role in shaping the services strategy, be the driving force behind service excellence and continuous improvement, all whilst fostering long-lasting effective customer relationships.
Roles & Responsibilities:
- Commercial, Customer Relationship, & Service Delivery Management: Ensure IT services add business value by fulfilling SLAs, KPIs, and meet customer expectations. Oversee end-to-end service level management, ensuring full adherence to all contracted SLAs whilst maintaining consistent high-quality service delivery. Manage commercial and financial elements of service delivery to ensure efficiency, profitability, and value. Maintain broad awareness of cost, value drivers, and financial implications of service decisions. Maintain a positive and constructive narrative to customers, providing guidance and insight to enhance customer experience. Build and nurture strong and effective relationships with customers, acting as a trusted advisor to stakeholders at all levels.
- Collaboration, Leadership & Stakeholder Management: Work closely with the account management and commercial teams to deliver a cohesive service and aligned outcomes. Build strong internal stakeholder relationships across technical teams, service desks, and other delivery functions. Confidently lead and facilitate meetings with stakeholders at all organisational levels. Provide matrix leadership across Service Desk functions, technical teams, and wider service stakeholders, and ensure all deliver consistently high-quality service and outcomes. Oversee third-party and vendor relationships to ensure integrated, aligned service performance.
- Service Strategy & Reporting: Shape and evolve the service delivery strategy, supporting ongoing service development and growth. Drive measurable service enhancement initiatives, embedding continuous improvement throughout the customer lifecycle. Identify opportunities for optimisation across cost, efficiency, and return on investment. Produce accurate and meaningful reports that clearly communicate service performance, trends, risks, and improvements. Use data and insights to inform decision-making, influence stakeholders, and drive service optimisation.
Skills & Experience:
- Previous experience as a Service Delivery Manager within an IT Reseller, VAR, IT MSP or similar is essential.
- ITIL v4 certified, or proven experience working within a large scale ITIL aligned MSP with a strong understanding of modern service management best practice.
- Experience of Public Sector projects/clients working on RM frameworks would be highly beneficial.
- Large scale / enterprise service delivery experience, delivering IT services within client-facing or outsourced environments.
- Exceptional relationship-building skills and the ability to represent the business with professionalism and credibility.
- Strong matrix-management capability, coordinating multi-disciplinary teams to achieve shared outcomes.
- A continuous-improvement mindset, with proven experience driving and embedding service enhancements.
- Excellent analytical and reporting skills, able to produce clear, insightful performance outputs.
- Strong commercial awareness with an understanding of cost, value, and financial decision-making.
- A structured and proactive problem-solver who thrives in fast-moving, service-led environments.
Due to the nature of our roles, candidates must be a UK resident. Please note that we cannot offer visa sponsorship or future sponsorship for overseas candidates.
For further information, please contact Alice McGlaughlin. Thank you for your interest. We carefully review every CV and will contact shortlisted applicants by phone or email. If you don’t hear from us within 5 working days, unfortunately your application hasn’t been successful on this occasion.
IT Service Delivery Manager in London employer: Marmion
Contact Detail:
Marmion Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Delivery Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work in service delivery. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its services. Understand their client base and how they deliver value. This will help you showcase your knowledge and make a great impression during the interview.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've successfully managed service delivery in the past. Highlight your achievements and how they align with the role you're applying for.
✨Tip Number 4
Don't forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit for the job.
We think you need these skills to ace IT Service Delivery Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Delivery Manager role. Highlight your experience in service delivery, customer relationship management, and any relevant ITIL certifications. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've driven service excellence and built strong customer relationships in the past. We love a good story!
Showcase Your Achievements: Don't just list your responsibilities; showcase your achievements! Use metrics and data to demonstrate how you've improved service delivery or enhanced customer satisfaction. We appreciate candidates who can quantify their impact.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It helps us keep track of applications and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Marmion
✨Know Your SLAs and KPIs
Before the interview, make sure you understand the key performance indicators and service level agreements relevant to the role. Be ready to discuss how you've successfully managed these in your previous positions, as this will show your potential employer that you can deliver value.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've built strong relationships with clients and stakeholders. Highlight specific instances where your communication skills led to improved service delivery or customer satisfaction. This is crucial for a Service Delivery Manager role.
✨Demonstrate Continuous Improvement Mindset
Think of examples where you've driven service enhancements or optimised processes. Be ready to discuss how you identify opportunities for improvement and implement changes effectively. This will resonate well with the company's focus on service excellence.
✨Be Ready for Scenario-Based Questions
Expect questions that put you in hypothetical situations related to service delivery challenges. Practice articulating your thought process and problem-solving strategies. This will help you demonstrate your structured approach to tackling issues in a fast-paced environment.
