IT Service Delivery Manager
IT Service Delivery Manager
Salary: £50,000 - £60,000 pa DOE
Location: Nottinghamshire / London (hybrid / client site / remote)
Benefits: 26 days Annual Leave (+ bank holidays), Enhanced Maternity & Paternity, Access to HealthShield & Holiday Purchase Scheme & Electric Vehicle Scheme
Our Client: Multi-Vendor IT Reseller & Managed Services Provider / VAR
The Opportunity:
We are searching for a proactive & experienced Service Delivery Manager to take ownership of the operational and commercial success of IT services delivered to a portfolio of enterprise customer contracts. You will play a key role in shaping the services strategy, be the driving force behind service excellence and continuous improvement, all whilst fostering long‐lasting effective customer relationships.
Roles & Responsibilities:
Commercial, Customer Relationship, & Service Delivery Management:
- Ensure IT services add business value by fulfilling SLAs, KPIs, and meet customer expectations.
- Oversee end‐to‐end service level management, ensuring full adherence to all contracted SLAs whilst maintaining consistent high‐quality service delivery.
- Manage commercial and financial elements of service delivery to ensure efficiency, profitability, and value.
- Maintain broad awareness of cost, value drivers, and financial implications of service decisions.
- Maintain a positive and constructive narrative to customers, providing guidance and insight to enhance customer experience.
- Build and nurture strong and effective relationships with customers, acting as a trusted advisor to stakeholders at all levels.
Collaboration, Leadership & Stakeholder Management:
- Work closely with the account management and commercial teams to deliver a cohesive service and aligned outcomes.
- Build strong internal stakeholder relationships across technical teams, service desks, and other delivery functions.
- Confidently lead and facilitate meetings with stakeholders at all organisational levels.
- Provide matrix leadership across Service Desk functions, technical teams, and wider service stakeholders, and ensure all deliver consistently high‐quality service and outcomes.
- Oversee third‐party and vendor relationships to ensure integrated, aligned service performance.
Service Strategy & Reporting:
- Shape and evolve the service delivery strategy, supporting ongoing service development and growth.
- Drive measurable service enhancement initiatives, embedding continuous improvement throughout the customer lifecycle.
- Identify opportunities for optimisation across cost, efficiency, and return on investment.
- Produce accurate and meaningful reports that clearly communicate service performance, trends, risks, and improvements.
- Use data and insights to inform decision‐making, influence stakeholders, and drive service optimisation.
Skills & Experience:
- Previous experience as a Service Delivery Manager within an IT Reseller, VAR, IT MSP or similar is essential.
- ITIL v4 certified, or proven experience working within a large scale ITIL aligned MSP with a strong understanding of modern service management best practice.
- Experience of Public Sector projects/clients working on RM frameworks would be highly beneficial.
- Large scale / enterprise service delivery experience, delivering IT services within client‐facing or outsourced environments.
- Exceptional relationship‐building skills and the ability to represent the business with professionalism and credibility.
- Strong matrix‐management capability, coordinating multi‐disciplinary teams to achieve shared outcomes.
- A continuous‐improvement mindset, with proven experience driving and embedding service enhancements.
- Excellent analytical and reporting skills, able to produce clear, insightful performance outputs.
- Strong commercial awareness with an understanding of cost, value, and financial decision‐making.
- A structured and proactive problem‐solver who thrives in fast‐moving, service‐led environments.
Due to the nature of our roles, candidates must be a UK resident. Please note that we cannot offer visa sponsorship or future sponsorship for overseas candidates.
For further information, please contact Alice McGlaughlin.
Thank you for your interest. We carefully review every CV and will contact shortlisted applicants by phone or email. If you don’t hear from us within 5 working days, unfortunately your application hasn’t been successful on this occasion.