Service Delivery Manager

Service Delivery Manager - IT Managed Service Provider

Hybrid working

London

Service Delivery Manager required by one of the fastest growing SME IT Service Providers in the UK (% headcount grown in the past two years). The business comprises circa 100 employees across 3 sites, delivering IT and Consulting services to businesses across London and the South.

Core areas of expertise are IT consultancy, Support and Cloud service provision (primarily Microsoft stack), to SMEs in the Accountancy and Professional Services sector.

They are one of the highest calibre IT Service Providers we work with, and their tech staff are some of the most competent in the business. They're going from strength to strength and, with exemplary customer service being at the heart of their organisation and as a result of rapid recent growth, they're now seeking an additional Service Delivery Manager to ensure the highest level of service provision to their expanding client portfolio.

What you'll do:

Service Optimisation

• Monitor and coordinate IT service desk functions to ensure seamless service delivery.
• Maintain high performance levels for service-related processes and proactively implement improvement activities where necessary.
• Take ownership of critical incidents, collaborating with resolution parties, and facilitating effective communication between stakeholders for root cause analysis.
• Establish and maintain robust systems, procedures, and methodologies to support outstanding service delivery.

Client Management

• Conduct regular reviews (monthly, quarterly, and biannual) with key stakeholders.
• Generate reports to measure success against client KPIs and SLAs, analysing data to inform Quarterly Business Reviews (QBRs) and Service Reviews.
• Create and run ad-hoc reports to provide timely client status information for QBRs (e.g., Windows Updates).
• Continuously enhance reporting processes, minimizing manual effort and maximizing reporting tools' utilization.
• Craft high-quality client-facing reports and deliver them to key stakeholders.

Efficiency Enhancement

• Collaborate with Team Leaders to conduct weekly ticket quality checks.
• Address small improvements with Engineers and escalate significant issues and recurrent problems to Team Leaders.
• Analyse third-party and internal processes, devising strategies for service delivery optimization.
• Identify and minimize the frequency of recurrent tickets.

What you'll need:

• An absolute passion for ensuring the provision of exemplary customer service / service delivery.
• 3+ years of experience in Service Delivery, Service Management or Customer Success from within an SME IT Service Provider or IT Managed Services background.
• Strong knowledge of ITIL.
• To be highly organised with excellent written and oral communications.
• Ability to present to external clients.

The business operates a flexible working policy, with a minimum of 2 days in the office required per week.

The role is paying up to 50k.