Service Delivery Manager

About the role

We are partnering with a fast‑growing technology organisation in the data protection and managed services space. The Service Delivery Manager will oversee a portfolio of around 60 customer accounts, ensuring high‑quality service delivery, managing escalations and driving performance.

Key responsibilities

• Conduct quarterly service reviews and ensure services meet agreed standards.
• Manage around 60 customer accounts and proactively prioritize customer requirements.
• Analyse reporting data to identify trends and potential issues.
• Produce high‑quality customer reports and presentations.
• Track service actions and ensure timely follow‑up.
• Manage escalations with Service Desk and Technical teams.
• Monitor support tickets and drive resolution where required.
• Build strong relationships with customers, partners and internal teams.

Required profile

• Minimum 2 years experience in a Service Delivery role.
• Minimum 2 years experience within an IT environment.
• Proven ability to manage multiple customer accounts and competing priorities.
• Understanding of IT support and Service Desk operations, including escalations.
• Knowledge of backup, recovery, licensing and various data types.
• Excellent communication skills with customers, partners and stakeholders.
• Strong organisational and time‑management abilities.
• Proficiency with Microsoft Word, Teams, Outlook and SharePoint.

Required skills

• Microsoft Word
• Microsoft Teams
• Microsoft Outlook
• SharePoint
• ITIL (knowledge)
• Backup/Disaster Recovery solutions