Service Delivery Manager

Our client is an established, growing technology and managed services provider, and they're looking for a Technical Service Delivery Manager to join their service delivery team. This role sits at the centre of how the business looks after its enterprise and large customer accounts.

You won't be running a helpdesk. You'll own the relationship end to end: sitting across the table from client leadership, understanding what they're trying to achieve, and making sure the service they get actually gets them there. When something needs escalating, you're the one clients call. When something's about to go wrong, you're the one who catches it first.

This is a technical role as much as a relationship one. Our client wants someone who's worked inside an MSP, who understands enterprise accounts, and who cares about getting service right rather than just keeping the lights on.

What you'll be doing

Client leadership

• Act as the main point of contact and trusted advisor for enterprise and large accounts, and build relationships that hold up over years, not months.
• Learn each client's business properly: their strategy, their pressures, their growth plans, their spend.
• Run strategic roadmap sessions that connect services to where the client is actually heading.
• Position the business as a long term partner rather than just another supplier on a spreadsheet.

Onboarding and transition

• Work with the service transition team to bring new customers into live service without friction.
• Build proper relationships with stakeholders across the customer's organisation, at every level, not just the top.
• Understand how each customer operates well enough to spot where their processes could improve.
• Act as the escalation point during early life support when issues come up.

Service delivery

• Hold senior oversight of service delivery, keeping SLAs, KPIs and contractual commitments on track.
• Chair monthly and quarterly service reviews.
• Lead Quarterly Business Reviews and governance meetings.
• Step in as the senior escalation contact for major incidents and see them through to resolution.
• Drive continuous improvement across service delivery and the wider customer experience.
• Spot recurring pain points and feed them into problem management to cut down repeat incidents.
• Build and manage service improvement plans wherever they're needed.
• Work closely with service operations to keep technical teams consistent and disciplined.
• Push adherence to each customer's regulatory requirements and support wider adoption across the business.
• Set the standard for the wider team through your own approach.

Technical leadership and consultancy

• Act as the senior technical authority on Microsoft 365, Azure, networking and infrastructure.
• Review customer environments and advise on infrastructure, cloud migration, identity, security, networking and business continuity, always looking for ways to optimise or modernise.
• Identify opportunities that align with the wider product and services portfolio, and develop them.
• Support contract renewals and long term partnership agreements.
• Protect account retention while making sure customers get real value.
• Work with sales, pre-sales and technical services to shape proposals that are secure by design.
• Turn complex technical solutions into business outcomes clients can actually act on.
• Lead customer presentations, workshops and solution reviews.
• Keep every proposal tied to the client's strategic roadmap and priorities.
• Maintain a solid grasp of Microsoft 365, Azure, Entra ID, Intune, Defender, Exchange Online, SharePoint Online and Teams.
• Keep an eye on emerging Microsoft and Azure technology so recommendations stay ahead of the curve.

What you'll need

• A proven track record in a senior, client facing role within an MSP, IT services or technology solutions business.
• Strong stakeholder management skills, and the confidence to engage at C-suite level.
• A working understanding of customer journey mapping and how it applies to service delivery.
• Solid knowledge of incident, problem and change management processes.
• Experience designing, transforming or implementing service delivery models.
• A strong grasp of ITIL.
• Sharp analytical and problem-solving skills, and the ability to stay level headed under pressure.
• Experience owning or supporting strategic IT roadmaps and consultancy-led engagements.
• Comfort working to tight, sometimes demanding deadlines and fixed milestones.
• A strategic mindset and a genuine interest in building long term partnerships.
• Commercial awareness, with a clear focus on outcomes and value.
• A methodical approach and a sharp eye for detail.
• The instinct to spot where things can improve, for customers and internally.
• The ability to produce clear, high quality documentation for different audiences.
• Confidence presenting to C-suite audiences and representing the business professionally.

Interested?

If this sounds like your kind of role, get in touch. We'll talk you through the client, the team, and what the next few years of this role could look like.