Service Delivery Manager

Description:

Our client is one of the fastest growing Managed Service Providers / MSP in Europe.

A high volume of successful merger and acquitions has created further demand for a highly capable, delivery focused, customer centric, Service Delivery Manager. The pace is fast here. Really fast and at this time they are only seeking to engage with SDMs from the MSP arena due to this and all the M&A.

Based from Manchester and surrounding area, you will likely enjoy hybrid working with three days a week working from home - 2 days customer site visits and the Manchester main office itself. You do not need to be worlking for a Managed Service Provider in your present role so long as you have done it for a few years at your previous one, miss the buzz and eager to return to the MSP Arena.

The Service Delivery Manager will be responsible for ensuring the successful delivery, performance and continual improvement of managed IT services to a portfolio of strategic customers.
This role owns the customer service experience, ensuring services deliver measurable business value while meeting contractual commitments, service levels and operational excellence standards.
The Service Delivery Manager acts as the operational owner of the customer relationship and experience, responsible for service performance, customer satisfaction, service improvement and supporting long-term customer retention and growth.
Working closely with technical teams, account management and leadership, the Service Delivery Manager ensures services are delivered efficiently, escalations are managed effectively, and opportunities for improvement and optimisation are proactively identified.
Key Responsibilities
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Customer Success & Strategic Relationship Management
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Act as the primary operational owner for assigned customer accounts
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Build trusted relationships with customer stakeholders, including IT leadership and executives
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Ensure services deliver real business value aligned with customer objectives
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Lead structured Service Review Meetings (monthly / quarterly) with customers
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Provide proactive service recommendations and improvement plans
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Ensure customers understand service performance, risks and opportunities
Service Delivery
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Ensure operational service targets and contractual requirements are consistently met by managing and tracking issues through to resolution and escalating to senior technical teams where required
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Support service delivery across a broad technology stack, including Microsoft Windows, Active Directory, O365, networking, and cloud infrastructure, ensuring timely and informed service.
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Ensure all service delivery processes and procedures are adhered to and continually refined, operating to ISO standards
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Promote best practices within the service delivery function, supporting service quality and operational efficiency
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Follow ITIL service management practices including Incident, Problem, Change Management and Continual Service Improvement
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Use ITSM tools to log, monitor and resolve customer-facing incidents, maintaining accurate documentation to support knowledge sharing and ongoing improvement
Customer Relationship Management
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Coordinate and lead regular service review meetings and ad-hoc customer sessions, acting as the primary contact for all service-related queries
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Build and maintain strong, trust-based relationships by understanding customer challenges, business goals and technical needs
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Act as the central link between customers and internal technical escalation teams or external vendors, ensuring timely resolution and continuity of service
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Proactively identify and escalate risks, applying mitigation measures to reduce disruption while maintaining a customer-focused approach

Data Analytics & Reporting
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Monitor, manage and report on Service Level Agreements (SLAs), ensuring performance metrics are clearly communicated to clients
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Create and maintain detailed service reports for customers, ensuring transparency and accountability
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Deliver proactive reporting on licensing to support strategic decision making
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Ensure all client documentation is accurate and up to date within the existing SDM framework
Strategic Collaboration and Business Growth
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Support IT strategy discussions and contribute to developing Technology Roadmaps that align with industry trends and evolving customer needs
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Offer technical service guidance to fellow Service Delivery Managers, promoting collaboration, knowledge sharing and consistent service delivery
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Collaborate with Account Managers and Solutions teams to identify and develop opportunities that expand service offerings and strengthen client relationships