VIQU IT Recruitment
Service Delivery Manager
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Service Delivery Manager
Remote – UK based
Up to £60,000
VIQU has partnered with a leading MSP to recruit an experienced Service Delivery Manager to work with their existing customer base. This hands-on role focuses on managing customer relationships, ensuring services are delivered to a high standard, managing escalations and driving actions through to resolution. You will manage your own portfolio of approximately 60 customers, conducting regular service reviews and working closely with Service Desk and technical teams to maintain excellent service delivery.
Key Responsibilities of the Service Delivery Manager
- Manage day-to-day service delivery across an aligned portfolio of approximately 60 customers.
- Develop strong customer and partner relationships, acting as a key point of contact for service queries, actions and escalations.
- Conduct quarterly service reviews, ensuring services are being delivered in line with agreed service descriptions.
- Analyse and interpret service reporting data to identify trends, potential issues and areas for improvement.
- Produce high-quality customer-facing reports and presentation materials for service reviews.
- Track Service Delivery actions, ensuring appropriate follow-up and progression through to completion.
- Work closely with Service Desk and Technical Specialists to manage escalated service calls and expedite resolution where required.
- Proactively review and track open support tickets across aligned customer accounts.
- Identify opportunities for customers to benefit from additional products and services where appropriate.
- Develop a high-level understanding of customer environments and solutions, including backup and disaster recovery services.
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Key Requirements of the Service Delivery Manager
- Minimum of 3 years’ experience within a Service Delivery role.
- Minimum of 2 years’ experience working within an IT environment, with the ability to understand technical concepts and communicate these effectively with customers.
- Experience managing customer relationships, service reviews, queries and escalations.
- Good understanding of how Service Desk and technical support teams operate on a day-to-day basis.
- Strong analytical skills, with experience interpreting service data and producing high-quality reports and presentation materials.
- Excellent written and verbal communication, presentation and stakeholder management skills.
- Highly organised, with the ability to prioritise and independently manage a busy portfolio of customer accounts.
- Knowledge of ITIL principles, with an ITIL qualification advantageous.
- Experience or understanding of backup, disaster recovery, licensing models and cloud/data services advantageous but not essential.
- Competent using Microsoft Word, Teams, Outlook and SharePoint.
- Proactive, eager to learn and comfortable working collaboratively across customer, partner and internal technical teams.
- Ability to attend quarterly in-person meet ups.
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