Shape IT Recruitment
Service Delivery Manager
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Are you a Service Delivery Manager who enjoys being the person customers can rely on?
We’re working with an established managed services provider to find a customer-focused Service Delivery Manager to take ownership of a portfolio of customers, strengthen relationships and drive continuous improvement across their services.
What you'll be doing
- Own a portfolio of managed services customers and act as their key service contact
- Build trusted relationships with senior customer stakeholders
- Lead service reviews and monitor performance against agreed SLAs
- Identify risks, trends and opportunities to improve the customer experience
- Work closely with Account Managers on retention, renewals and growth
- Coordinate technical, project and service teams to deliver great outcomes
- Lead and develop a small team of Service Desk Engineers
- Manage challenging customer conversations with confidence
- Help transition new projects, changes and services into managed support
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What we're looking for
You'll have proven experience in service delivery within an MSP or managed services environment, together with:
- Strong customer and stakeholder management skills
- Experience leading service reviews and managing SLAs
- A proactive approach to problem solving and continuous improvement
- Commercial awareness around retention and renewals
- Experience leading or developing a technical/service team
- Confidence working with senior customers and handling difficult conversations
- Strong organisation and communication skills
- ITIL certification would be desirable.
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Why this role?
This is more than a service management role. You'll have genuine ownership of your customer portfolio, influence how services are delivered and work across technical, commercial and project teams to make a measurable difference.
This is a remote role however it will require travel.
If you're ready for a role where customer relationships, service quality and continuous improvement are all in your hands, we'd love to hear from you.
Apply now to find out more.
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