Service Delivery Manager

Our London based client are seeking a driven and experienced Service Delivery Manager to join the team. You will be responsible for overseeing the successful delivery of IT services to ensure they consistently meet and exceed their client expectations. This is a crucial role in driving client satisfaction and organisational growth.

You will have proven experience delivering exceptional client service along with leading and managing a team of service delivery professionals, including 1st line to 3rd line support engineers.

Salary: £45,000 - £55,000 (depending on experience)

Location: Camden, London

Benefits: Company pension after probation, support and payment for IT training, career review every quarter to ensure growth and progression, comprehensive ConnectWise university training.

What will your working week be like?

• Lead and manage a team of service delivery professionals, fostering a culture of high performance and continuous improvement.
• Develop and implement service delivery processes and procedures, ensuring they are efficient, cost-effective, and aligned with industry best practices.
• Manage client relationships, proactively identifying and resolving issues, and ensuring clear communication throughout the service lifecycle.
• Oversee the delivery of services according to agreed-upon Service Level Agreements (SLAs).
• Monitor and track key performance indicators (KPIs) to measure service quality and identify areas for improvement.
• Collaborate with internal technical teams to coordinate and deliver appropriate IT solutions tailored to each client's needs.
• Manage budgets and resources effectively to ensure service delivery is achieved within financial constraints.
• Proactively identify opportunities for upselling and cross-selling IT support services to existing clients based on their evolving business requirements.
• Manage and mitigate risks associated with service delivery.
• Primarily an office based role but site visits & client meetings will be expected

Do you hold the essential skills and experience?

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Proven experience as a Service Delivery Manager or similar role for a minimum of 10 years.
• Ideally 5 years’ experience working for an MSP, minimum of 2 years
• Strong leadership and team management skills.
• Demonstrated ability to provide excellent client service and effectively manage client relationships.
• Strong technical knowledge and understanding of IT infrastructure, hardware, software, and networking concepts.
• Proactive and self-driven with a passion for delivering high-quality IT support solutions.
• Problem-solving mindset and the ability to handle challenging situations with professionalism and composure.
• Exceptional interpersonal and communication skills, with the ability to build rapport and trust with clients.
• Knowledge of IT service management frameworks (e.g., ITIL) desirable.
• Strong analytical and problem-solving skills.
• Excellent project management skills.
• Up to date with industry trends, emerging technologies, and IT best practices to provide
• expert advice and recommendations to clients.
• Familiarity with CRM systems and proficiency in using productivity tools.

Interested? Apply now and we can discuss this in more detail and provide you with a more detailed job description.

Due to the large numbers of responses, we receive, despite our best efforts it is not possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you haven’t heard from us within 7 days, please assume you have been unsuccessful on this occasion. Please feel free, however, to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies. YourRecruit (IT) Ltd does not discriminate on the grounds of age, race, gender, or disability and complies with all relevant UK legislation.

To stay safe in your job search we recommend that you visit JobsAware, a non-profit, joint industry and law enforcement organisation working to combat job scams. Visit the JobsAware website for information on common scams and to get free, expert advice for a safer job search.