Senior Service Delivery Manager

Join Zenzero, an award-winning UK technology and managed services provider helping organisations achieve more through innovative IT, cyber security, cloud and digital solutions. Recognised as Nationwide Managed IT Services Company of the Year 2024 and featured on Cloudtango's MSP Select 2025 list, Zenzero combines technical excellence with a people‑first culture, offering an exciting opportunity to grow your career within one of the UK's fastest‑growing technology businesses.

Role Overview

In this role you will be responsible for the day‑to‑day management of your customer’s service operations and delivery and will be expected to be onsite at customer locations around 2 days per week in the midlands. Ensuring process efficiencies are realised and standardising best practice across the customer experience will be paramount to success in this role. You will work closely with the Account Manager and Service Desk Team leads to ensure that SLAs and contractual commitments are met and any Service Improvement initiatives are delivered in a timely manner.

Qualifications and Skills

• Requires a relevant bachelor's degree
• At least 5 years of experience and track record in managing large scale IT maintenance related projects or in an existing service management function
• ITIL 4 Foundation certification, plus any relevant specialist certifications
• Enterprise IT Service Management or Operational experience preferable
• Experience working in a SIAM (Service Integration and Management) environment
• Experience implementing AI solutions to improve service desk SLAs and contractual obligation
• Experience in c‑suite level stakeholder management
• Proactive
• Good understanding of M365 and associated licensing models
• Strong analytical problem‑solving skills
• Confident communication

Core Responsibilities

• Form a positive and professional relationship with the customer(s) (normally one, or more, primary contacts, or stakeholder(s), both remotely and when on a customer site)
• Manage SLA and tracking of the service desk’s overall performance for your customers in accordance to the contract
• Provide detailed analysis based on Service Reporting identify ticket patterns and any changes to service
• Oversee and execute core ITIL processes for your customers (Problem Management, Change Management, Risk Management)
• Maintain and lead IT service reviews with customers and internal stakeholders
• Continually reviewing the service to ensure it meets the customer needs and evolves with Zenzero best practices
• Act as a key point of contact for project teams for transition into service and services acceptance
• Manage the escalation of service incidents and requests, taking ownership of achieving a timely resolution where required
• Actively communicate with other departments and functions about the IT services, providing detail on any future projects or transformation activities required for your customers
• Protect revenue and profitability by monitoring contract performance and driving timely commercial actions with the Account Manager