Senior Service Delivery Manager

Penta Consulting are a technology service provider and leading outsourced partner helping to deliver professional and managed solutions across EMEA.

Are you driven by solving complex challenges and supporting high-value customers? Do you excel in fast-paced environments and know how to turn problems into solutions? Join our client, where you’ll be the frontline of expert support for major clients.

What You’ll Do:

• Provide proactive and reactive Technical Support to key accounts and, where applicable, through theAssistance Centre.
• Own the resolution process for critical issues, ensuring follow-up and closure for our most strategic customers.
• Monitor service request queues using standard tools, ensuring cases are addressed and progressed efficiently.
• Act as a key liaison between internal teams and customers, coordinating efforts to drive resolution.
• Maintain strong client relationships through effective communication channels including phone, email, video calls, and collaboration tools.
• Support root cause and operational analysis alongside Engineers.
• Generate regular reports, track SLAs, and analyze performance trends to drive continuous improvement.
• Participate in and support customer service reviews to strengthen partnership and trust.

Who You Are:

• Experienced in incident management (5+ years), especially in enterprise environments.
• Familiar with ITIL v4 frameworks (certification is a plus).
• Background in networking and technical environments is highly desirable.
• Experienced in vendor and third-party management.
• Strong in data analysis—confident using Excel to extract, interpret, and present insights.
• Comfortable presenting to and communicating with stakeholders at all levels.
• Skilled in managing conflict and turning difficult situations into positive outcomes.
• Exposure to Lean Six Sigma methodologies is a bonus.
• Calm, clear, and professional—especially when the pressure is on.