Description
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.
Job Overview
We are on the lookout for a dynamic and results-driven Service Delivery Manager to join our esteemed Service Delivery team. In this pivotal role, you will be the linchpin in maintaining and enhancing a portfolio of our valued clients. As a key player in our Managed Service Provider (MSP) operations, you will be responsible for delivering exceptional service reviews, generating insightful service reports, and ensuring the seamless execution of key performance metrics such as Response SLA and Resolution SLA for incident management.
You will excel in driving client satisfaction through proactive management of customer feedback, handling complaints with finesse, and ensuring that patching schedules are meticulously planned and executed. Your expertise in leveraging monitoring tools will be instrumental in identifying and rectifying missing updates or patches, whilst your comprehensive use of ITSM tools will ensure that risks are promptly addressed and mitigated.
As a Service Delivery Manager, you will be a master communicator, adept at conducting monthly/quarterly Service Reviews and maintaining regular, meaningful interactions with clients to foster strong relationships. Your role will also encompass the creation and maintenance of our internal knowledge system for SOPs and configurations, Manging major incidents from start to finish as well as the preparation of comprehensive P1 Reports for critical incidents with actionable plans for future prevention.
You will also manage small projects and ensure that the teams are collaborating well to ensure that significant progress is made for on-going projects.
If you are a self-motivated professional with a passion for service excellence, an eye for detail, and the ability to thrive in a fast-paced environment, we invite you to join our team and make a tangible impact on our service delivery processes.
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.
Job Overview
We are on the lookout for a dynamic and results-driven Service Delivery Manager to join our esteemed Service Delivery team. In this pivotal role, you will be the linchpin in maintaining and enhancing a portfolio of our valued clients. As a key player in our Managed Service Provider (MSP) operations, you will be responsible for delivering exceptional service reviews, generating insightful service reports, and ensuring the seamless execution of key performance metrics such as Response SLA and Resolution SLA for incident management.
You will excel in driving client satisfaction through proactive management of customer feedback, handling complaints with finesse, and ensuring that patching schedules are meticulously planned and executed. Your expertise in leveraging monitoring tools will be instrumental in identifying and rectifying missing updates or patches, whilst your comprehensive use of ITSM tools will ensure that risks are promptly addressed and mitigated.
As a Service Delivery Manager, you will be a master communicator, adept at conducting monthly/quarterly Service Reviews and maintaining regular, meaningful interactions with clients to foster strong relationships. Your role will also encompass the creation and maintenance of our internal knowledge system for SOPs and configurations, Manging major incidents from start to finish as well as the preparation of comprehensive P1 Reports for critical incidents with actionable plans for future prevention.
You will also manage small projects and ensure that the teams are collaborating well to ensure that significant progress is made for on-going projects.
If you are a self-motivated professional with a passion for service excellence, an eye for detail, and the ability to thrive in a fast-paced environment, we invite you to join our team and make a tangible impact on our service delivery processes.
Requirements
Desirable 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.
Service Delivery Manager in Poole employer: Zenzero Solutions
Zenzero Solutions is an excellent employer, offering a dynamic work culture in Leeds that fosters collaboration and innovation. With benefits like private health insurance, generous holiday allowances, and flexible working patterns, employees are supported in achieving a healthy work-life balance while also having ample opportunities for professional growth within the IT sector.
