Service Delivery Manager

Service Delivery Manager

Basingstoke/London

£45K - £55K per annum

Due to continued growth our client is recruiting for a Service Delivery Manager to take ownership of the overall customer service experience, acting as the primary point of contact for all service-related matters. In this role, you will ensure customers receive a consistently high standard of IT service delivery while driving continuous service improvement and operational excellence.

You'll develop a strong understanding of each customer's environment by aligning people, processes and technology to deliver effective managed services. You will:

• Lead the transition and onboarding of new customers, as well as the introduction of additional services for existing clients.
• Ensure agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently achieved.
• Plan and chair regular service review meetings with customers and internal stakeholders.
• Work collaboratively with technical support teams to ensure customer issues are resolved efficiently and effectively.
• Oversee key ITIL service management processes, including Major Incident Management, Change Management and Problem Management.
• Produce, maintain and enhance service reports, ensuring customers receive clear and meaningful performance updates.
• Identify opportunities to improve service delivery and lead initiatives that enhance customer value.
• Monitor customer satisfaction through service reviews, feedback and performance metrics.
• Maintain accurate service documentation, including operational guides, onboarding documentation and customer-specific procedures.
• Support the sales team by identifying opportunities to expand managed service offerings within existing accounts.
• Monitor third-party supplier performance to ensure contractual obligations and service commitments are met.

You will have:

• Excellent written and verbal communication skills in English.
• Strong presentation and influencing abilities, with confidence engaging stakeholders at all levels.
• A degree in Business, Information Technology or a related discipline, or equivalent industry experience.
• Proven ability to build and maintain strong customer relationships.
• A minimum of three years' experience in a Service Delivery Manager role, ideally within a mature Security Operations Centre (SOC) environment.
• Experience using service management and collaboration platforms such as CRM systems, Salesforce, Confluence, Microsoft Power Apps and Microsoft 365.
• A solid understanding of cybersecurity technologies and concepts, including SIEM, EDR and XDR.
• Excellent organisational and time management skills, with the ability to manage multiple priorities.
• The ability to remain calm under pressure and confidently manage service escalations.
• A proactive mindset with strong problem-solving and analytical skills.
• Experience producing service documentation, reports and continual improvement plans.
• Strong stakeholder management skills and the ability to work both independently and collaboratively.
• A full UK driving licence

Working hours are Monday to Friday 9am to 5.30pm.

Benefits include company Pension scheme (5% contribution from the Company), 25 days holiday + BH., Individual Private Healthcare (Vitality – including Employee Assistance Programme), Death in Service benefit (4x basic salary)