Senior Service Delivery Manager

Who we're looking for

Overall ownership & accountability for the management and successful delivery of contracted services, across a wide range of customers. The role is responsible for ensuring all IT & related services meet contracted specifications across the full-service lifecycle.
Client Relationship building is crucial in this role, building & maintaining strong customer relationships is key to delivering exceptional service for new & existing customers. You will act as the central point of contact for service delivery for your aligned accounts, focusing on customer experience and driving satisfaction.

What you'll be delivering

• Build, own, and manage strong client relationships, acting as the primary point of contact for service delivery.
• Own and manage the delivery of services in line with contracted service levels, ensuring performance and compliance with all obligations.
• Lead regular, structured service review meetings with clients, including the production and presentation of monthly service reports.
• Analyse service performance data (e.g. trend analysis, monthly metrics) to provide actionable insights and drive improvements in service quality and customer satisfaction.
• Maintain and manage Continual Service Improvement (CSI) plans and RAID logs to monitor risks, issues, and service enhancement initiatives.
• Ensure service delivery processes and procedures are robust, documented, and consistently followed to maintain high performance standards.
• Proactively recommend and drive improvements to both internal services and client environments, leveraging insights from service reviews and data.
• Contribute to client ICT strategy and development roadmaps by understanding business needs and aligning services accordingly.
• Identify opportunities for service enhancement, cost optimisation, and potential upselling of additional services.
• Accountable for owning the renewal conversations in collaboration with Account Management
• Collaborate effectively with cross-functional teams, including Account Management, Project Delivery, Consultancy, and Department Heads.
• Lead and support internal service delivery initiatives, driving operational efficiency and positive change within the Service Delivery function.

We think you'll be successful in this role if you have some of the following

• Proven experience working within a Microsoft Partner environment, with a strong understanding of partner/customer dynamics.
• Previous Service Delivery/Customer Success experience with Enterprise level customers
• Strong experience in managing client relationships, ensuring satisfaction and long-term engagement.
• Skilled at managing both internal and external stakeholders, balancing needs and aligning expectations.
• Experienced in escalation management, handling critical issues efficiently and professionally.
• Excellent ability to organise, prioritise, and manage tasks in a fast-paced, multi-client environment.
• Customer service-focused, with a drive to exceed expectations and build trust.
• High emphasis on Continual Service Improvement (CSI), with a proactive mindset.
• Demonstrated track record of enhancing service delivery and improving customer experience.
• Strong problem-solving, communication, and attention to detail - essential soft skills for service leadership.

What we'll offer in return

In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey:

• To work at a 3 World Class Best Company
• Flexibility over where you work with our Winning from Anywhere approach
• 25 days holiday
• Home working allowance paid monthly
• Winning from Anywhere allowance to help your set up at home
• 24/7 GP at hand
• Immediate 24/7 access to an Employee Assistance Programme
• We'll support you when you're not well with our Company sick pay scheme
• Private health insurance after a successful year's service
• Enhanced parental pay and leave, supporting you with those precious life moments
• Access to the Perkbox platform to help make your money go further
• Cyclescheme
• Electric car scheme
• And many more!