Service Delivery Manager

• Location: Northampton (Hybrid Working - 3 days in office, 2 days remote after 3 month probation)
• Salary: up to £43k
• Job Type: Full-time

Join our team as a Service Delivery Manager and play a pivotal role in delivering exceptional service to high-profile customers using our Managed Service platform. This position is perfect for someone who thrives in a fast-paced environment, possesses excellent process management skills, and has a proactive approach to customer service.

• Proactively manage the performance and communication of services provided to customers, ensuring operational service targets and contractual compliance are met.
• Act as the voice of the customers internally, coordinating different teams’ efforts in delivering services throughout the lifecycle, and being an escalation point.
• Support the ongoing execution of IT Strategy Reviews and Technology Roadmaps developed for customers.
• Ensure adherence to service management principles including Incident Management, Service Request Fulfilment, and Continual Service Improvement.
• Lead regular meetings and service reviews with customers, both onsite and virtually.
• Collaborate with Account Managers and Solutions teams to identify new opportunities to expand our services.
• Manage hardware maintenance and software renewals to ensure business continuity for customers.
• Produce and present service reports and analytical reports for both technical and non-technical stakeholders.
• Identify and implement process improvements to enhance service delivery and performance.

• Minimum of 2 years’ experience in service delivery management within an MSP/reseller environment.
• Strong IT background with a demonstrable understanding of service operations.
• Exceptional communication and interpersonal skills, capable of explaining complex technical concepts to a varied audience.
• Proven problem-solving and decision-making abilities with a focus on operational and technical solutions.
• Self-motivated with a client-focused mindset and a commitment to exceeding client expectations.
• Ability to work effectively both independently and as part of a team.
• University degree or strong A-levels preferred; ITIL qualification or equivalent is a plus.

To apply for the Service Delivery Manager position, please submit your CV and a cover letter detailing your relevant experience and why you are interested in this role.