At a Glance
- Tasks: Lead service delivery and ensure client satisfaction through effective communication and problem-solving.
- Company: Join one of the UK's fastest-growing tech companies with a strong focus on innovation.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Be part of a certified B Corp with excellent career advancement opportunities.
- Why this job: Make a real impact in a dynamic environment while working with cutting-edge technology.
- Qualifications: Experience in service delivery within an MSP and strong IT background required.
The predicted salary is between 50000 - 60000 £ per year.
Job Overview
Zenzero is one of the UK's fastest‑growing technology companies.
Named a Top 8 Technology Company at the British Business Awards 2026, recognised by Deloitte as a Best Managed Company, and featured in the Sunday Times Hundred (an annual ranking of the UK's fastest‑growing private companies) in both 2025 and 2026, we hold Microsoft Solutions Partner status across all six designations, putting us in the top tier of UK Microsoft partners.
The accolades reflect something real: a business that is scaling fast, executing well, and building something that lasts.
We're on a mission to make technology genuinely work for mid‑market businesses, covering managed IT, cyber security, cloud, and AI solutions that actually move the needle.
The demand is growing, and so are we.
We're also a certified B Corp and Scale Up Award winner.
That combination matters to us: high growth and high standards aren't in conflict here.
Fast growth, high standards, real impact.
If that sounds like your kind of place, keep reading.
Essential experience, skills and qualifications
- Prior experience working within an MSP for service delivery.
- Strong IT background.
- Proven ability to communicate effectively with clients and stakeholders.
- Experience in managing and resolving customer complaints.
- Proficiency in using ITSM tools and monitoring tools.
- Ability to prioritise workloads based on impact and value
- Self‑motivated with a willingness to learn and adapt.
Desirable experience, skills and qualifications
- ITIL V4 Foundation certification.
- Experience in proactive scheduling and execution of firmware and patching updates.
- Knowledge of creating and maintaining internal knowledge systems for SOPs and configuration.
Key Responsibilities
- Conducting Service Reviews and generating Service Reports.
- A weekly client site visit will be needed; the location and frequency can sometimes change between key sites based upon requirements.
- Regular review of field engineer's calendars to ensure that the correct focus is being applied on any sites that are experiencing re‑occurring issues.
- Measuring and reporting on key metrics including Response SLA and Resolution SLA.
- Managing CSAT and Customer Feedback.
- Be a point of escalation for queries and issues internally and externally.
- Managing 3rd parties to ensure a successful collaboration for clients.
- Carry out trend analysis on service tickets to highlight trending issues.
- Running and setting up a CAB with clients to ensure the change management process is being carried out successfully.
- Managing open risks to ensure they are mitigated against or eliminated.
- Know your client’s environments to ensure a successful service.
- You will be accountable for delivering a successful service to your clients and be the go‑to person for any issues/queries on your accounts.
- Working alongside our client relationship manager’s, Service Transition, Project managers and the service desk to ensure that the service is effective.
- Overseeing the transition of completed projects into live service.
- Handling and resolving customer complaints.
- Ensuring patching schedules are in place and executed successfully.
- Proactively scheduling firmware and patching updates.
- Using monitoring tools to identify missing updates or patches.
- Utilising ITSM tools to manage risks and ensure timely updates.
- Communicating effectively and holding quarterly Service Reviews.
- Maintaining regular catchups with clients to strengthen relationships.
- Creating and maintaining an internal knowledge system for SOPs and configuration.
- Maintaining and updating client CMDB’s.
- Managing major and security incidents from start to finish.
- Creating P1 Reports for major and security incidents, including action plans for mitigation and prevention of future occurrences.
- Identifying and remediating issues on broken managed service contracts.
- Identifying and implementing improvements in service delivery processes.
- Conducting weekly/monthly Watch Points and Assessments.
- Managing an annual architectural review of client’s estates to provide recommendations for improvement with key technical resources.
- Managing mini projects to ensure resources are aligned and significant progress is being made.
- Identify and communicate upsell opportunities for potential projects.
- To become involved in additional tasks as required.
- Be available out of hours for any critical issues if required.
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