Bechtle UK
Service Delivery Manager
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Service Delivery Manager
As a Service Delivery Manager, you will be accountable for end-to-end service delivery, performance, and customer experience across assigned managed service customers. You will operate as a trusted partner, ensuring services are proactive, value-led, and aligned to customer business outcomes.
Success is measured by customer trust, service quality, retention, and perceived value, not just SLA attainment. You will have a single point of accountability, owning outcomes, driving improvements, and ensuring customer confidence in both service and organisation.
Job Role Responsibilities
- Own end-to-end service delivery across key managed service clients.
- Build strong customer relationships and act as their advocate.
- Drive service performance, SLA delivery, and continual improvement.
- Lead service reviews (MSRs/QBRs) with insight-led recommendations.
- Manage risk, escalations, and customer sentiment proactively.
- Work cross-functionally to ensure accountability and delivery.
- Ability to take full ownership of service outcomes across multiple clients.
- Strong understanding of IT service management within a managed services environment.
- Confidence in managing escalations, risk, and customer sentiment.
- Ability to translate operational data into meaningful insights and actions.
- Comfortable working cross-functionally with technical, commercial, and leadership teams.
- Highly organised, with the ability to prioritise effectively in a fast-paced environment.
- A proactive mindset with a focus on continual service improvement and innovation.
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Job Requirements
- Proven Service Delivery experience within an MSP environment
- Strong understanding of ITIL, SLA/KPI management, and CSIPs
- Excellent communication and stakeholder management skills
- Commercial awareness with a focus on retention and value delivery
- Ability to lead through influence, take ownership, and act decisively
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What we offer
- Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)
- Salary – Competitive salary.
- Location – Northampton, Manchester, Chippenham
- Culture – Social events, Supportive, Fun, Hard working
- Perks – Incentives (holidays, vouchers, lunches, spot prizes)
- Top of the range technology in office and for home working (laptops, screens, etc)
- Subsidised health care/medical benefits
- Annual Leave – 25-30* days plus B. H’s + optional 2 weeks unpaid. *Increases with time spent
Experience
- Proven experience as a Service Delivery Manager (or similar role) within a Managed Services provider
- Demonstrable experience managing SLAs, KPIs, and service performance
- Experience leading customer service reviews (MSRs/QBRs) and presenting to stakeholders
- Strong working knowledge of ITIL frameworks (Incident, Problem, Change, and CSI)
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