Service Delivery Manager

London City/ North London/ West London/ South West

Salary: Up to £65,000

Role Overview

The Service Delivery Manager is responsible for ensuring all client contractual obligations are delivered efficiently within a managed services environment. This role oversees service delivery across workplace technology or data centre operations, with a focus on physical support services within client environments, often in highly regulated industries.

Working closely with account management, you will act as the primary point of contact for service delivery and escalation, ensuring strong client relationships and consistent service performance.

You will collaborate with client stakeholders and onsite teams to ensure contractual requirements are met, and where issues arise, ensure effective root cause analysis and corrective actions are implemented.

Key Responsibilities

• Lead, motivate, and manage service and technical teams to ensure successful delivery of support services
• Ensure appropriate team structure, resourcing, and coverage to meet service and project requirements
• Take overall responsibility for high-quality service delivery, ensuring compliance with service level agreements (SLAs) and performance targets
• Manage technical accreditations and ensure capability aligns with client and service requirements
• Oversee financial performance, including operational and capital expenditure, budgeting, and monthly reporting
• Continuously review and improve service delivery strategies and contribute to wider business growth plans
• Support pre-sales activities, providing input and leadership throughout the lifecycle of client engagements
• Recruit, develop, and retain team members, ensuring succession planning and continuous development
• Drive customer satisfaction, implementing feedback and continual service improvement plans (CSIP)
• Evaluate and improve tools, systems, and technologies supporting service delivery
• Produce accurate management information and governance reporting
• Ensure adherence to policies, procedures, and ITIL-based service management standards
• Review contracts regularly to ensure all deliverables are consistently met throughout the lifecycle

Essential

• Educated to Level 3 (or equivalent experience)
• Proven experience in team leadership and people management
• Experience working within data centre or critical environment settings
• Background in service delivery management within a technical or IT services environment
• Strong leadership, coaching, and team development capabilities
• Demonstrated ability to manage, motivate, and grow teams
• Excellent communication and stakeholder management skills
• Strong organisational skills with the ability to manage multiple priorities under pressure
• Proactive, solutions-focused approach to management
• Experience delivering services against contractual and SLA requirements
• Experience managing projects across the full lifecycle
• Strong understanding of data centre operations, technologies, and BAU support
• Experience with structured cabling and telecommunications infrastructure
• Knowledge of ITIL frameworks, service performance measurement, and change management
• Experience producing financial and operational reports with analysis
• Understanding of industry tools, systems, and delivery partners
• Experience working in regulated environments (e.g. financial services)
• Proficient in Microsoft Office and project management tools
• Strong interpersonal, negotiation, and client-facing skills

Desirable

• ITIL certification
• PRINCE2 certification
• Industry certifications (e.g. structured cabling or infrastructure-related)