IT Service Delivery Manager

JOB TITLE: Service Delivery Manager

LOCATION: London

SALARY: £60,000 - £70,000

WAY OF WORKING: Full Time/ Hybrid Permanent

THE BUSINESS:

Our client is a highly reputable provider of IT Managed Services, supporting leading organisations across the professional and financial services sectors. Known for delivering secure, reliable and customer-centred technology services, they ensure critical IT environments are always performing at their best.

They are now seeking an experienced Service Delivery Manager to support ongoing growth, operational enhancement and exceptional customer experience

THE SERVICE DELIVERY MANAGER OPPORTUNITY:

This role is perfect for a confident MSP Service Delivery professional who excels in a fast-paced environment, ensuring seamless service performance, strong stakeholder relationships, and proactive improvement of IT operations.

You will act as the bridge between clients, technical delivery and account management, ensuring services consistently exceed expectations.

RESPONSIBILITIES:

• Act as primary escalation point for persistent issues and major incident coordination
• Monitor and report on SLA and KPI performance across customers
• Drive cross-team collaboration to enhance service delivery outcomes
• Build strong relationships with key stakeholders including C-level leaders
• Identify service risks and implement mitigation strategies
• Lead and manage Service Improvement Plans (SIPs)
• Support change, release and transition processes into BAU
• Promote best practice and ITIL-aligned operational standards
• Identify automation and optimisation opportunities
• Contribute to onboarding of new clients and smooth service adoption
• Produce commercial and performance-focused service reporting

YOUR KEY SKILLS:

• Proven experience within a Service Delivery Manager role at an IT MSP
• Strong ownership of SLA frameworks and service performance metrics
• ITIL certified with practical application of service management principles
• Experience with Microsoft 365 and cloud service environments
• Excellent stakeholder communication, including senior leadership engagement
• Analytical mindset with the ability to drive data-led decision making
• Resilient, proactive and driven to enhance customer satisfaction

BENEFITS:

• Performance-related bonus
• Microsoft certification incentives
• 33 days annual leave (including bank holidays)
• Birthday leave
• Private medical insurance, income protection & life assurance
• Company pension scheme
• Enhanced family-friendly benefits
• Company sick pay & compassionate leave
• Employee Assistance Programme

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