Pimlico Banks
IT Service Delivery Manager
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IT Service Delivery Manager
Belfast | Hybrid Working | £55,000 – £70,000 + Benefits
Are you an experienced Service Delivery Manager who knows how to build strong customer relationships, manage service performance and take ownership when things don't go to plan?
We're looking for an IT Service Delivery Manager to join an established B2B services business in Belfast, taking responsibility for the ongoing service delivery and relationship management of a number of key customers.
This is a highly customer-focused role. You'll act as the main point of contact for your accounts, building trusted relationships, monitoring service performance and ensuring customers consistently receive the level of service they expect.
You'll bring together internal teams, suppliers and customer stakeholders to resolve issues, improve performance and ensure commitments are delivered.
What you'll be doing
- Taking ownership of the day-to-day service relationship with key customers
- Building strong, trusted relationships with customer stakeholders
- Monitoring service performance against SLAs and agreed targets
- Leading regular customer service reviews and presenting performance information
- Managing service issues and escalations through to resolution
- Identifying trends and opportunities to improve service performance
- Coordinating actions across internal teams, suppliers and external partners
- Producing clear service reports and ensuring agreed actions are followed through
- Working collaboratively with operational teams to maintain and improve service levels
- Ensuring customers receive value from the services being delivered
- Supporting continuous improvement across service delivery
- Maintaining a strong balance between customer satisfaction and commercial performance
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What we're looking for
You'll ideally have 3–5+ years' experience in a Service Delivery, Service Management or similar customer-facing role within a managed services or B2B service environment.
You'll need:
- Experience managing important external customer relationships
- Strong knowledge of SLAs, service performance and service improvement
- Experience leading customer service reviews and managing escalations
- Excellent stakeholder and relationship management skills
- Experience coordinating internal teams and external suppliers
- Strong written and verbal communication skills
- Good reporting, planning and organisational skills
- The confidence to challenge, influence and drive actions through to completion
- A strong customer focus combined with good commercial awareness
- ITIL knowledge or certification
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Experience within managed IT services, technology, telecoms, consulting or another complex service environment would be advantageous.
This isn't a hands-on technical role. We're looking for someone who excels at managing customers, relationships and service performance, and who can bring the right people together to resolve problems and deliver excellent outcomes.
This could suit someone currently working as a Service Delivery Manager, IT Service Manager, Client Service Manager or Service Account Manager who is looking for greater ownership of key customer relationships.
If you're someone who takes ownership, communicates well and knows how to keep customers happy while driving consistently strong service performance, apply now for immediate consideration.
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