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Service Delivery Manager

£55,000 - £65,000


£55,000 - £65,000 plus benefits: gym membership contribution, health cash plan, free breakfast every day, childcare contributions and much more…

London, Enfield, EN3


Our client, a long established and hugely successful Managed Solutions provider, with a multitude of clients within the education sector.  They have been recognized as one of the fastest growing IT companies in the UK for 5 years in a row by the Sunday Times Tech Track 100.


A technology group with annual group turnover of £70m, they partner with world class vendors such as Apple, Adobe, Microsoft and HP to provide elite technology solutions.  With a multitude of accreditations, certifications and awards, the successful Service Delivery Manager will be joining a renowned and rapidly growing organisation.


About the Service Delivery Manager Role:

We are looking for a dynamic Service Delivery Manager to fully manage our customers from contract agreement through the delivery stages and finally to customer hand-over. This role will also require a technical knowledge capable of facilitating conversations with Networks, Infrastructure, Windows and Mac teams.  It is not a technical role but will require knowledge of technical terminology commensurate with an MSP that supplies ISP and support services through our own datacentre.


Reporting to the Operations Director and working alongside both our Technical Sales and Technical Services teams, the Service Delivery Manager will be responsible for the successful implementation of projects and therefore the Project Management Team and additionally the Service Desk Manager and team.  Every customer and project will have different needs and elements involved, therefore a pragmatic and flexible approach is required with the ability to identify additional business development and service enhancements.


With an excellent track record of dealing at the highest level with customers, you will most likely have a service delivery or project management background within a Tech / Managed Service environment. It is the Service Delivery Manager’s responsibility to ensure that all SLAs and contractual obligations are fulfilled in their entirety for all managed service customers and/or projects.


What will the Service Delivery Manager be responsible for?


  • Engagement with the sales team to provide operational sign off for bids
  • The engagement with our customers right from contract agreement through the delivery stages and finally to customer hand-over (and for the lifetime of said project).
  • Providing excellent customer service; ensuring that SLA’s are continuously met and exceeded where possible.
  • Ensure that the project teams understand the project delivery requirements in accordance with project management processes and policies. This includes motivating and leading the project teams, ensuring delivery within pre-defined time, cost and quality parameters.
  • Resolve any issues in a timely and professional manner. This includes reviewing open incidents and problems with the Service Desk Manager that affect customers; ensuring a resolution plan is in place to resolve these in an efficient manner and that the customer is updated regularly.
  • Alongside the Service Desk Manager, build a strong understanding of customer’s businesses at both an operating and services level. This relates to understanding and identifying key information that would help customers get the most out of their solutions as well as identifying any additional opportunities to increase sales.
  • Manage the relationship and performance of third-party suppliers and resources when needed.
  • Ensure service processes, procedures and accompanying documentation is completed and followed across various teams. This includes regular review and updates to the documents when needed. • Provide monthly service review reports covering SLA adherence as well as any challenges, learnings and suggestions for improvement.
  • Consistently looking for process and delivery improvements.


Ok, so over to you! The successful Service Delivery Manager will:


  • Have a strong background in service delivery, project and resolution management across business cultures, ideally within a Tech or Managed Service environment.
  • Have good general knowledge of IT infrastructure. This means that you will have demonstrable technical knowledge and understanding, with an ability to translate technical requirements and specifications into easily understood business concepts and vice versa.
  • Have experience of leadership and people management; able to pull together separate teams to deliver a co-ordinated result
  • Have an understanding of the sales environment is vital.
  • Have the ability to present to and engage with customers, including high level board and senior leadership. Excellent relationship management skills.
  • Be professional, highly productive and efficient. You are well able to work well under pressure, often to tight deadlines. You are able to effectively manage multiple tasks and teams with conflicting priorities to deliver against the project SLAs. The ability to make sound judgements in performing work tasks.
  • Be able to originate, implement and execute new ideas; take initiative. • Establish and maintain constructive working relationships; team player.
  • Have the proven ability to write succinct reports on adherence to SLAs, learnings and improvements for the way forward.
  • Have experience of managing suppliers and resources as outsourced contracts when needed.
  • Have a strong understanding of drafting, implementing and adhering to budgets.


In return, our client is offering an exceptional opportunity within one of the fastest growing technology companies in the UK! Sound interesting and something you would love to be part of? Apply today!


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.

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