Service Delivery Manager

Owen Daniels
East Grinstead
12 Feb 2017
12 Mar 2017
Contract Type
Full Time

Service Delivery Manager

Our Vision

To provide World Class IT Outsourcing to the Mid-Market.

We aim to do this by being Game Changers in that market, providing outsourced IT services that cater to the ever-changing needs of the most dynamic, visionary, agile businesses that want to develop and improve themselves. We will provide them with the freedom to flex strategically, adapt faster, and seize opportunity - supported at every step by an expertly managed IT strategy.

We will grow with our clients in mutually beneficial relationships, building better businesses through understanding the drivers of our Customer’s long-term success.

Service Delivery Manager

Our Values

We’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers;

  • Be the best you can be.
  • We do what we say.
  • Together we win.
  • Defying expectation.

Purpose/Responsibilities of Role:

As a Service Delivery Manager you will own the service experience of one or more allocated customers, overseeing a number of key functions within the Service Operations department that enable the delivery of a high quality of service.

This position is a customer facing role, and requires that you establish and manage expectations within your customer portfolio in alignment with contracted service levels whilst seeking to strengthen and develop relationships for the longer-term.

  • Pro-actively monitor, control and support service delivery; working with Service Level Managers and colleagues in the Service Operations team ensuring systems, methodologies and procedures are in place and followed.
  • Champion customer service and support in Projects and develop a strong understanding of projects impacting your customer portfolio as well as ensuring comprehensive acceptance into support is undertaken ahead of go-live.
  • Demonstrate a strong understanding of your customers’ utilisation of our services (SLA/KPI as well as other service metrics and supporting data)
  • Drive internal and third party service review meetings covering performance against SLA/KPI, service improvements, customer satisfaction, quality and processes.
  • Own and manage continual service improvement plans ('CSIPs’) to ensure the company’s contracted services are delivered to the agreed level and quality.
  • Provide high quality Service Reporting to the customer as outlined in the Master Services Agreement.
  • Own to conclusion and operational escalations or formal complaints.
  • Play an active part during any major incidents that may affect your customers.
  • Identify areas of service improvement and technical remediation and liaise with the Account Director to raise sales opportunities as they arise.
  • Understand and take an active role in the applications/toolset used by the company to support the delivery of services.
  • You should be able to demonstrate the ability to undertake the above responsibilities.

Service Delivery Manager

Job Requirements/Experience:

  • Strong leadership and people management skills with an
  • An evident passion for good customer service.
  • Excellent written and verbal communication skills and able to communicate to senior internal and external stakeholder - typically to C-level.
  • Able to demonstrate strong organisational skills and the ability to manage ongoing activity across multiple allocated customers.
  • Manage and prioritise tasks/time efficiently and encourage the same in others.
  • Able to facilitate, chair and steer meetings to achieve the stated objective/decision.
  • Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines.
  • ITIL foundation qualification or better.
  • Experience of managing, measuring and improving 3rd parties and 3rd party delivered services.
  • Willingness to support and mentor junior members of the team.
  • Able to excel under pressure and meet deadlines.
  • Demonstrate a creative approach to problem solving and conflict resolution.
  • Must be flexible as travel within the UK and Europe may be necessary at times.


  • Service Delivery Managers will have the following capabilities/background:
  • Able to travel to customer premises across the UK on a regular basis.
  • Eligibility to live and work in the UK.
  • A full UK/EU driving licence.
  • Successful completion of the company Pre-Employment Screening (PES) checks.
  • Will present themselves as smart and credible, customer-facing and service-oriented.
  • Would ideally have prior experience of working in an organisation operating to international standards such as ISO 9001, ISO 20000, ISO 27001 or BS 25999.
  • Experience of working for a managed service provider helpful and welcome.
  • Good Trouble-shooting and problem solving skills.
  • Attention to detail and high levels of personal organisation are important.
  • Background in Financial Service desirable, but not essential.

Service Delivery Manager

Key competencies for this role:

  • Energy, Drive & Initiative
  • Commercial Awareness
  • Communication Skills
  • Creativity
  • Customer Service skills
  • Impact/Self Confidence
  • Interpersonal sensitivity (empathy/diplomacy)
  • Judgement
  • Leadership skills
  • Strategic Planning/Planning skills
  • Technical skills
  • Decision-making skills