Role Overview

As a Service Delivery Manager, you will play a critical role in ensuring the consistent, high-quality delivery of our services to clients. You’ll be responsible for managing client relationships, overseeing service performance, coordinating internal resources, and driving continuous improvement. This role is ideal for someone who thrives in a fast-paced MSP environment and is passionate about client satisfaction, operational excellence, and proactive service management.

Key Responsibilities

• Serve as the primary point of contact for assigned clients, ensuring satisfaction and retention.
• Manage day-to-day service delivery against contractual commitments.
• Lead regular service reviews, including reporting on performance, KPIs, and improvement plans.
• Maintain service documentation, actions logs, and track progress on client-facing initiatives.
• Own and drive Client Service Improvement Plans (CSIPs) and Technical Optimisation Plans.
• Collaborate cross-functionally with technical, sales, and operations teams to ensure seamless delivery.
• Support pre-sales activity and proposal creation with technical insight and service alignment.
• Identify risks in service delivery and develop mitigation strategies.
• Monitor service SLAs, manage escalations, and coordinate resolution of major incidents.
• Participate in the on-call management rota for out-of-hours escalations.
• Act as a delegate for the Head of Operations when required.

Qualifications & Experience

• 5+ years’ experience in a Service Delivery or IT Service Management role within an MSP or IT solutions environment.
• Strong understanding of IT infrastructure, cloud services, and enterprise IT environments.
• ITIL Foundation (minimum); higher-level certifications preferred.
• PRINCE2 or equivalent project management certification is a plus.
• Knowledge of Lean or Six Sigma methodologies is advantageous.
• Experience working with major cloud platforms (e.g., Microsoft Azure) and modern workplace technologies.
• Proven success in client relationship management and service reporting.

Key Skills & Attributes

• Excellent communication and stakeholder management skills.
• Ability to influence and negotiate at all levels.
• Strong problem-solving, root cause analysis, and decision-making abilities.
• Highly organised with strong planning and time-management skills.
• Adaptable and flexible in a fast-moving, customer-focused environment.
• High attention to detail and commitment to delivering quality outcomes.
• Commercially aware with a pragmatic approach to service management.
• Self-motivated, proactive, and collaborative team player.

What We Offer

• A collaborative and supportive culture with real career development opportunities.
• Exposure to cutting-edge technologies and Tier 1 vendors.
• The chance to work with enterprise-level clients across a range of industries.
• Hybrid working model with flexibility around London-based client and office visits.
• Competitive salary and benefits package.