AMS Group
Information Technology Service Delivery Manager
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Role Purpose
The Service Delivery Manager ensures AMS receives high-quality, reliable and value-driven technology services from its outsourced managed service partner. The role exists to bridge the gap between AMS and its providers, owning service performance, driving adoption of Microsoft 365, and improving the user experience across the firm. It plays a critical part in enabling AMS’s growth by ensuring technology supports colleagues effectively, securely and consistently.
Key Responsibilities
- Own the day-to-day relationship with the managed service partner, ensuring service levels, reporting, escalations and incident management are delivered effectively.
- Act as the primary point of contact for colleagues when technology is not working, translating business needs into clear requirements for the partner.
- Hold the partner accountable for agreed performance, using evidence-based reporting and maintaining a productive working relationship.
- Oversee the managed security service delivered through the partner, ensuring alerting, response and reporting operate correctly and AMS retains full oversight.
- Drive adoption and optimisation of Microsoft 365, particularly Teams and collaboration tools, improving how colleagues work and communicate.
- Identify areas where the Microsoft 365 environment is underused, duplicated or inefficient, and lead improvements to enhance user experience.
- Support AMS’s AI and Copilot adoption, working with internal communities to help colleagues use these tools safely and effectively.
- Manage practical operational tasks such as licence reviews, supplier contracts, renewals, connectivity oversight and asset record accuracy.
- Champion continuous improvement, proactively identifying opportunities to enhance service quality, efficiency and value.
- Collaborate closely with the Head of Business Systems and CTO to support technology modernisation and future team development.
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About AMS Group
AMS Group is a UK Top 60 accountancy firm with over 40 years of experience and a strong advisory-led approach. From our roots as a family-run practice, we’ve grown into a nationwide business with 200+ colleagues across 14 offices, supported by continued organic growth and a successful M&A strategy. We provide bespoke, end-to-end services built on our belief that “Good advisers help your business. Great ones transform it.”
Our Corporate Finance team advises shareholders, management teams, private equity houses and financial institutions across transactions typically ranging from £5m to £100m.
Key Relationships
Internal:
- Chief Technology Officer
- Head of Business Systems
- Colleagues across all AMS service lines
- Senior Leadership Team (as required)
External:
- Managed service partner
- Managed security service provider
- Microsoft 365 and cloud-tool vendors
- Other technology suppliers and contract partners
Skills, Knowledge & Experience
Experience
- Proven experience in service delivery, service management or a similar role.
- Experience managing outsourced providers or managed service partners from the client side.
- Demonstrated ability to run service reporting, reviews, escalations and performance management.
- Experience driving technology adoption and supporting behavioural change.
Technical Skills
- Strong working knowledge of Microsoft 365, Teams, SharePoint and collaboration tools.
- Understanding of service management principles, incident/problem management and SLAs.
- Ability to translate technical concepts into clear, jargon-free language for non-technical colleagues.
- Comfortable managing licences, contracts, renewals and operational detail.
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Qualifications
Essential
- None formally required; experience is prioritised.
Desirable
- ITIL qualification or equivalent service management grounding.
- Experience within professional services or regulated industries.
- Exposure to Microsoft Copilot, Purview or security/compliance tooling.
- Experience with cyber security governance or third-party security services.
Performance Measures (Success Criteria)
- Service levels consistently met or exceeded across managed service partner delivery.
- High colleague satisfaction with technology support and user experience.
- Increased adoption and effective use of Microsoft 365 tools across AMS.
- Clear, accurate and timely service reporting and escalation management.
- Demonstrated improvements in efficiency, licence usage and technology value.
- Strong relationships with partners and internal stakeholders.
- Positive feedback from CTO, Head of Business Systems and colleagues.
Benefits
- 25 days holiday (plus option to buy 5 additional days)
- Birthday day off
- Annual bonus scheme
- Health cash plan
- Enhanced parental pay
- Company sick pay
- Company pension scheme
- Perkbox & Employee Assistance Programme
AMS Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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