At a Glance
- Tasks: Lead customer success and ensure top-notch delivery of managed IT services.
- Company: Fast-growing Managed Service Provider based in Manchester with a dynamic culture.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Fast-paced environment with strong focus on customer satisfaction and operational excellence.
- Why this job: Join a vibrant team and make a real impact in the MSP arena.
- Qualifications: Experience in service delivery within the Managed Service Provider sector.
Our client is one of the fastest growing Managed Service Providers / MSP in Europe. A high volume of successful mergers and acquisitions has created further demand for a highly capable, delivery focused, customer centric, Service Delivery Manager. The pace is fast here. Really fast and at this time they are only seeking to engage with SDMs from the MSP arena due to this and all the M&A. Based from Manchester and surrounding area, you will likely enjoy hybrid working with three days a week working from home - 2 days customer site visits and the Manchester main office itself. You do not need to be working for a Managed Service Provider in your present role so long as you have done it for a few years at your previous one, miss the buzz and eager to return to the MSP Arena.
The Service Delivery Manager will be responsible for ensuring the successful delivery, performance and continual improvement of managed IT services to a portfolio of strategic customers. This role owns the customer service experience, ensuring services deliver measurable business value while meeting contractual commitments, service levels and operational excellence standards. The Service Delivery Manager acts as the operational owner of the customer relationship and experience, responsible for service performance, customer satisfaction, service improvement and supporting long-term customer retention and growth.
Working closely with technical teams, account management and leadership, the Service Delivery Manager ensures services are delivered efficiently, escalations are managed effectively, and opportunities for improvement and optimisation are proactively identified.
Key Responsibilities- Customer Success & Strategic Relationship Management
- Act as the primary operational owner for assigned customer accounts
- Build trusted relationships with customer stakeholders, including IT leadership and executives
- Ensure services deliver real business value aligned with customer objectives
- Lead structured Service Review Meetings (monthly / quarterly) with customers
- Provide proactive service recommendations and improvement plans
- Ensure customers understand service performance, risks and opportunities
- Service Delivery
- Ensure operational service targets and contractual requirements are consistently met by managing and tracking issues through to resolution and escalating to senior technical teams where required
- Support service delivery across a broad technology stack, including Microsoft Windows, Active Directory, O365, networking, and cloud infrastructure, ensuring timely and informed service.
- Ensure all service delivery processes and procedures are adhered to and continually refined, operating to ISO standards
- Promote best practices within the service delivery function, supporting service quality and operational efficiency
- Follow ITIL service management practices including Incident, Problem, Change Management and Continual Service Improvement
- Use ITSM tools to log, monitor and resolve customer-facing incidents, maintaining accurate documentation to support knowledge sharing and ongoing improvement
- Customer Relationship Management
- Coordinate and lead regular service review meetings and ad-hoc customer sessions, acting as the primary contact for all service-related queries
- Build and maintain strong, trust-based relationships by understanding customer challenges, business goals and technical needs
- Act as the central link between customers and internal technical escalation teams or external vendors, ensuring timely resolution and continuity of service
- Proactively identify and escalate risks, applying mitigation measures to reduce disruption while maintaining a customer-focused approach
- Data Analytics & Reporting
- Monitor, manage and report on Service Level Agreements (SLAs), ensuring performance metrics are clearly communicated to clients
- Create and maintain detailed service reports for customers, ensuring transparency and accountability
- Deliver proactive reporting on licensing to support strategic decision making
- Ensure all client documentation is accurate and up to date within the existing SDM framework
- Strategic Collaboration and Business Growth
- Support IT strategy discussions and contribute to developing Technology Roadmaps that align with industry trends and evolving customer needs
- Offer technical service guidance to fellow Service Delivery Managers, promoting collaboration, knowledge sharing and consistent service delivery
- Collaborate with Account Managers and Solutions teams to identify and develop opportunities that expand service offerings and strengthen client relationships
Service Delivery Manager in Manchester employer: Nata Resourcing
Join a dynamic and award-winning company that values innovation and excellence in IT governance. With a strong focus on employee growth, you will enjoy a hybrid work model that allows for flexibility while contributing to critical projects in a supportive environment. The culture here is built on recognising achievements and providing opportunities for advancement, making it an ideal place for IT professionals looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Manchester
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Service Delivery Manager at Nata Resourcing!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Nata Resourcing or be willing to refer you for that Service Delivery Manager position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Nata Resourcing who’s on the lookout for their next Service Delivery Manager star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Service Delivery Manager role at Nata Resourcing!
We think you need these skills to ace Service Delivery Manager in Manchester
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Nata Resourcing. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Nata Resourcing
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Nata Resourcing. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
