Doherty Associates
Service Delivery Manager
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Service Delivery Manager
Service Delivery Manager – Doherty Associates
About Doherty Associates
Doherty Associates (DA) has successfully delivered IT consultancy and managed services for over 30 years to world-renowned, international clients. Our focus is on delivering exceptional customer service to the professional and financial services sector, including leading private equity and venture capital firms, and several top 10 UK law firms.
We are:
- A Microsoft Partner with five competencies
- A Tier 1 Microsoft CSP (Cloud Solution Provider)
- ISO27001 & ISO9001 accredited
Our customers rely on us for specialist expertise in:
- Cloud solutions
- Hybrid working
- Modern workplace
- Cyber security and compliance
- Adoption of automation and AI
We are committed to delivering quality and meeting commitments.
About the Role
You’ll act as the bridge between clients, technical teams, and account management, ensuring operational robustness, customer satisfaction, and continuous improvement across all managed services.
Why This Role?
This position is ideal for an experienced Service Delivery Manager (SDM) who thrives in a high-pressure IT MSP environment, balancing customer expectations with senior stakeholder demands. Key traits include strong communication skills, resilience, and a ability to drive results under pressure.
Key Responsibilities
Service Performance & SLA Management
- Act as an escalation point for persistent issues and support key customers during major incidents.
- Drive resolution of SLA-related escalations, coordinating across departments.
- Monitor and report monthly service performance against SLAs and KPIs (at both DA business and customer levels).
- Identify service delivery risks and propose mitigation strategies (for both business and clients).
- Manage SIP (Service Improvement Process) processes for specific customers.
- Develop and improve customer satisfaction and related processes.
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Customer Engagement & Relationship Management
- Build and maintain strong stakeholder relationships (internal/external) to align service delivery with business needs.
- Partner with Account Managers in conducting service review meetings with key clients, standardising reporting and performance metrics.
- Advocate for IT Managed Services, educating customers on optimising our offerings.
Operations
- Coordinate account escalations with service desk and project teams, ensuring timely service delivery.
- Oversee change management, release & service transition processes.
- Work with service desk leads to align with ITIL best practices and internal governance.
Continuous Improvement & Innovation
- Identify opportunities for service improvement and efficiency gains.
- Lead initiatives to enhance service quality, customer experience, and operational processes.
- Collaborate with technical teams to implement automation and innovation in service delivery.
- Review existing services to identify billable opportunities, such as ad-hoc tickets.
Reporting & Documentation
- Produce and present service reports, dashboards, and performance summaries.
- Own customer experience reporting, identifying service concerns and improvement areas.
- Create commercial performance reports to showcase success of each service line.
Team Collaboration & Leadership
- Work closely with Service Desk, Project Mangers, and Account Managers to improve service delivery and optimize transitions.
- Support onboarding of new clients.
- Assist managers in mentoring junior staff involved in service improvement projects.
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Professional Skills & Experience
Essential qualifications and experience:
- Demonstratable ability to lead IT service delivery in a fast-paced MSP, delivering measurable improvements in service quality and customer satisfaction.
- ITIL certified with practical experience in process optimisation, incident resolution, and service consistency.
- Hands-on expertise in SLA/KPI frameworks—not just adherence, but active shaping, monitoring, and improvement.
- Experience driving services for clients using Microsoft M365 and cloud solutions.
About The Person
We seek candidates with:
- A professional, influential demeanour, especially at executive levels.
- High empathy and relationship-building skills with strong stakeholder communication.
- Analytical mindset to interpret data and drive data-backed decisions.
- A proactive, results-driven attitude, strong work ethic, and resilience.
- High ethical standards coupled with integrity and adaptability.
What We Offer In Return
- Competitive salary + performance bonus
- Incentives for earning key Microsoft accreditations
- 33 days’ annual leave (incl. 8 UK bank holidays)
- Day off for birthday
- Comprehensive benefits, including:
- Private medical insurance
- Group income protection & life insurance
- Enhanced family-friendly schemes
- Company pension
- Sick pay system
- Compassionate leave
- Employee Assistance Programme (EAP)
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