Zenzero Solutions Ltd
Senior Service Delivery Manager
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Senior Service Delivery Manager
Senior Customer IT Service Manager – Midlands (Onsite)
Join Zenzero, an award-winning UK technology and managed services provider, helping organisations transform through innovative IT, cyber security, cloud and digital solutions. Recognised as Nationwide Managed IT Services Company of the Year 2024 and featured on Cloudtango’s MSP Select 2025, Zenzero merges technical excellence with a people-first culture, offering a thrilling opportunity to advance your career within one of the UK’s most dynamic tech businesses.
About the Role
You will oversee the day-to-day management of customer service delivery, with an obligation to be onsite at customer locations in the Midlands approximately 2 days per week. Your role will focus on:
- Driving process efficiencies, standardising best practice across customer experiences.
- Collaborating with the Account Manager and Service Desk Team Leads to meet SLAs, contractual commitments, and deliver service improvement initiatives on time.
Responsibilities
Leadership & Stakeholder Management
- Form strong, professional relationships with customer contacts and stakeholders (both remote and onsite).
- Manage c-suite level stakeholders to align service delivery with strategic business objectives.
- Act as key liaison between customer project teams, ensuring smooth service handover and acceptance.
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Service & Contract Oversight
- Track and report on SLA performance for assigned customers, ensuring contractual deliverables are met.
- Analyse service reports to identify ticket patterns, trends, and changes in service usage.
- Oversee core ITIL processes (Problem Management, Change Management, Risk Management).
- Led IT service reviews with customers and internal stakeholders to refine services.
Operational Excellence & Improvement
- Continuously assess service performance, ensuring alignment with customer needs and Zenzero best practices.
- Implement service improvements focusing on AI-driven optimisation to boost SLA adherence.
- Manage customer escalations, taking ownership to resolve issues efficiently.
Commercial & Financial Accountability
- Monitor contract performance to protect revenue and profitability.
- Collaborate with the Account Manager on commercial decisions and timely compliance actions.
Cross-functional Communication
- Actively update internal departments on ongoing service changes, projects, or transformation needs for rollout.
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Requirements
Technical & Certifications
- Bachelor’s degree in a relevant field (IT, Business, or related discipline).
- Minimum 5 years’ experience in managing large-scale IT maintenance projects or service management functions.
- ITIL 4 Foundation certification, with specialist certifications preferred.
- Enterprise IT Service Management or Operational experience highly beneficial.
- SIAM (Service Integration & Management) environment experience.
- Prince2/project management certification welcome.
- Experience in AI solutions for service desk optimisation to improve SLAs.
- Strong knowledge of M365 licensing and digital transformation frameworks.
Soft Skills & Attributes
- Proactive thinker with analytical problem-solving skills.
- Exceptional communication skills (confident, clear, and diplomatic).
- Ability to build trust and credibility with c-suite and end-users alike.
**These qualities are essential:
- Demonstrated track record in large-scale IT service management or operational excellence.
- Talent for balancing diplomacy with decisive action.
- Passionate about delivering exceptional customer centric services.
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