Position Overview
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
Customer Success & Strategic Relationship Management
Act as the primary operational owner for assigned customer accounts
Build trusted relationships with customer stakeholders, including IT leadership and executives
Ensure services deliver real business value aligned with customer objectives
Lead structured Service Review Meetings (monthly / quarterly) with customers
Provide proactive service recommendations and improvement plans
Ensure customers understand service performance, risks and opportunities
Service Delivery
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
Support service delivery across a broad technology stack, including Microsoft Windows, Active Directory, O365, networking, and cloud infrastructure, ensuring timely and informed service.
Ensure all service delivery processes and procedures are adhered to and continually refined, operating to ISO standards
Promote best practices within the service delivery function, supporting service quality and operational efficiency
Follow ITIL service management practices including Incident, Problem, Change Management and Continual Service Improvement
Use ITSM tools to log, monitor and resolve customer-facing incidents, maintaining accurate documentation to support knowledge sharing and ongoing improvement
Customer Relationship Management
Coordinate and lead regular service review meetings and ad-hoc customer sessions, acting as the primary contact for all service-related queries
Build and maintain strong, trust-based relationships by understanding customer challenges, business goals and technical needs
Act as the central link between customers and internal technical escalation teams or external vendors, ensuring timely resolution and continuity of service
Proactively identify and escalate risks, applying mitigation measures to reduce disruption while maintaining a customer-focused approach
Data Analytics & Reporting
Monitor, manage and report on Service Level Agreements (SLAs), ensuring performance metrics are clearly communicated to clients
Create and maintain detailed service reports for customers, ensuring transparency and accountability
Deliver proactive reporting on licensing to support strategic decision making
Ensure all client documentation is accurate and up to date within the existing SDM framework
Strategic Collaboration and Business Growth
Support IT strategy discussions and contribute to developing Technology Roadmaps that align with industry trends and evolving customer needs
Offer technical service guidance to fellow Service Delivery Managers, promoting collaboration, knowledge sharing and consistent service delivery
Collaborate with Account Managers and Solutions teams to identify and develop opportunities that expand service offerings and strengthen client relationships
Partner with the wider Operations team to help deliver high quality customer experiences
Problem-Solving and Process Improvement
Proactively identify and address service-related issues through thorough root cause analysis, implementing durable long term fixes
Demonstrate adaptability to changing technologies and operational environments, maintaining a strong focus on innovation, continuous improvement and operational quality
Work with cross-functional teams to refine workflows and introduce process improvements that enhance service efficiency and responsiveness
Continuous Service Improvement
Work closely with the Head of Service and fellow Service Delivery Managers to develop, share and implement best practices for support and operational performance
Proactively identify and recommend improvements to service delivery processes and overall customer experience, promoting value
Take part in training, workshops and development activities to continually strengthen knowledge in service delivery, customer management and industry developments
Qualifications and Experience
5+ years of combined experience in Service Delivery Management within an MSP, with a solid background in service operations, infrastructure and customer-focused service delivery
Strong understanding of IT service management frameworks and best practices
Demonstrated ability to oversee complex IT environments while leading service delivery functions
Experience managing corporate clients of 500+ users
Experience or qualifications across the Microsoft technology stack
Experience or qualifications with cloud platforms
Experience or qualifications in infrastructure solutions
Strong communication and interpersonal skills, with the ability to engage professionally with clients and internal teams
Excellent organisational and time management skills, with the ability to prioritise and handle multiple demands effectively
Comfortable working in a fast-paced environment, both independently and as part of a team
Proficiency in IT infrastructure and cloud services
Familiarity with service management tools and platforms
Strong analytical and problem-solving abilities, with a focus on delivering practical solutions to complex issues
Strong commitment to customer excellence
Self-motivated, driven and positive in approach
Desirable Skills/Experience
ITIL-qualified, additional technical or service operations certifications are beneficial
Experience using Autotask or equivalent ITSM platforms
Training or qualifications related to customer excellence
Experience in Transition Management
Project Management experience or relevant certification
Key Relationships
All members of the technical and service teams
All members of the Senior Leadership Team
All member of the Operational Leadership Team
All suppliers and vendors
Valuing Diversity and Inclusion
At Everything Tech Limited we aim to create a workforce that is representative of our society. Knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are regardless of; age, gender, ethnicity, sexual orientation, religion or ability