Service Delivery Manager - Essex Region in Marlow

Overview

We are seeking an experienced Service Delivery Manager to act as the primary interface between our customers, on‑site support teams, and MLL's operational and shared service functions. The role is responsible for ensuring the successful delivery of managed IT and telecoms services, maintaining high levels of customer satisfaction, and driving operational excellence.

Responsibilities

• Act as the primary operational interface between the customer, on‑site support teams and MLL's shared service functions.
• Build trusted relationships with customer stakeholders, operating as an extension of their team and providing day‑to‑day operational leadership.
• Ensure contractual KPIs and SLAs are achieved, identifying trends, risks and improvement opportunities.
• Take ownership of major incidents, operational escalations and service‑related issues, coordinating internal teams to drive timely resolution.
• Manage the transition of new services from project delivery into live operational support, ensuring operational readiness.
• Chair regular customer service review meetings, presenting service performance, trends, risks and improvement plans.
• Produce and maintain Service Improvement Plans (SIPs), driving continual service improvement across the customer estate.
• Ensure customers receive timely, accurate and proactive communications throughout incidents, planned changes and service activities.
• Develop and maintain service documentation, ensuring it accurately reflects current services, operational processes and customer requirements.
• Produce performance dashboards and management information covering service performance, customer satisfaction, KPIs and SLA compliance.
• Work closely with Engineering, Network Operations and Project teams to ensure services are delivered effectively throughout their lifecycle.
• Support Client Directors in identifying opportunities for account growth through strong customer relationships, operational insight and service excellence.
• Carry out regular customer health checks and provide recommendations to improve customer experience and service maturity.

Qualifications

• Proven experience in a Service Delivery Manager or IT Customer Relationship Management role.
• Experience working within the telecoms, managed services or IT services industry.
• Strong understanding of ITIL Service Management principles.
• Experience managing customer incidents, escalations and service reviews.
• Demonstrable experience managing KPIs, SLAs and continual service improvement.
• Excellent stakeholder management skills with the ability to build trusted customer relationships.
• Excellent written and verbal communication skills, with the ability to communicate technical issues to non‑technical audiences.
• Strong organisational skills with the ability to prioritise multiple competing demands.
• Self‑motivated, proactive and able to work independently.
• Competent in Microsoft Office applications, particularly Excel, Word and PowerPoint.
• ITIL v4 Foundation (or higher).
• Experience working alongside Network Operations Centres (NOC), Engineering and Project Delivery teams.
• Experience of working in customer environments where regular on‑site presence is required.

Desirable

• Good understanding of networking technologies, including WAN, LAN, Wi‑Fi and SD‑WAN.
• Experience of working within a matrix management environment, collaborating effectively across multiple technical and operational teams.
• Experience working with public sector customers, including local government, NHS or emergency services.

Benefits

• Pension Scheme
• Life Assurance
• HealthCare Insurance
• Financial Wellbeing & Will Writing
• Wellbeing Support Programme (EAP)
• 25 days annual Leave + 8 Bank Holidays
• Social Engagement & Office Activities
• Real Living Wage
• Employer Recognition Scheme
• Work Placement & Apprenticeship Programmes

Equal Opportunity

At MLL, we welcome applicants from all backgrounds and encourage you to bring your authentic self to work. We are committed to building a diverse and inclusive workplace where every team member feels valued, respected and empowered to succeed.