Franklin Fitch
Service Delivery Manager
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Service Delivery Manager | £50,000 - £55,000 | Hybrid | MSP
We're working with a rapidly growing technology services provider looking to add an experienced Service Delivery Manager to its customer success function. This is an excellent opportunity to work with enterprise customers, influence service delivery strategy and play a key role in delivering high-quality managed services.
The Role
As the primary point of contact for a portfolio of customers, you'll take ownership of the overall service relationship, ensuring contractual commitments are met while continually identifying opportunities to improve service quality and customer satisfaction.
Working closely with technical teams, customer stakeholders and account managers, you'll help deliver exceptional service while driving continuous improvement across operational processes.
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Key Responsibilities
- Manage the end-to-end customer service experience across a portfolio of managed service clients.
- Lead customer onboarding and service transition activities.
- Ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently achieved.
- Chair regular service review meetings with customers and internal stakeholders.
- Coordinate Major Incident, Change and Problem Management activities in line with ITIL best practice.
- Produce meaningful service reports and performance metrics.
- Identify and deliver service improvement initiatives.
- Maintain customer documentation, operational procedures and service documentation.
- Collaborate with technical teams to ensure successful service delivery.
- Support commercial teams by identifying opportunities to enhance existing managed service engagements.
- Manage vendor performance where required.
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What We're Looking For
- 3+ years' experience in a Service Delivery Manager role within a Managed Services, Cyber Security or Technology Services environment.
- Strong understanding of ITIL Service Management principles.
- Experience managing enterprise customers and senior stakeholders.
- Knowledge of cyber security services including SIEM, EDR and XDR.
- Experience using service management and collaboration platforms such as Salesforce, Microsoft 365, Confluence or similar tools.
- Excellent communication, presentation and relationship-building skills.
- Strong organisational skills with the ability to manage multiple priorities.
- A proactive mindset with a passion for improving customer outcomes.
Please apply now for immediate consideration!
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