Service Delivery Manager - Enterprise

About the role

Air IT Group is looking for an experienced Service Delivery Manager to own the service relationships with some of its largest, most complex and strategically important enterprise customers. The role sits in Group Operations – Service Management and is hybrid and full time, based in Milton Keynes, Buckinghamshire. It goes beyond service reviews, SLAs and reporting: it is about understanding customers' businesses and making sure Air delivers the service, insight and value that helps them succeed.

Key responsibilities

• Build trusted relationships with senior stakeholders, including customer Directors, CIOs, CTOs and executive leadership teams.
• Understand each customer's business objectives, technology priorities, challenges and risks, and turn that insight into service strategies and improvement plans with measurable outcomes.
• Lead strategic service reviews covering performance, risk, improvement, value and future priorities.
• Monitor service performance, contractual commitments and customer sentiment, and act as a senior operational escalation point during major service challenges.
• Bring together Service Delivery, Professional Services, Cyber, Account Management and specialist teams to deliver joined-up results.
• Partner with Account Management on customer retention, renewals and long-term account development.
• Identify opportunities to improve customer outcomes through technology, security, automation, AI and Air's wider capabilities.
• Champion the voice of enterprise customers and share insights, successes and best practice.

Required profile

• Significant experience managing enterprise, strategic or complex customer relationships within an IT MSP, technology or B2B services environment.
• Experience in a senior Service Management, Service Delivery or Customer Success role.
• Strong commercial awareness of customer retention, service value and long-term account development.
• Ability to influence cross-functional teams and create accountability around customer outcomes.

Required skills

• Understanding of managed IT services, service governance, SLAs, service assurance and continual service improvement.
• Confidence engaging, advising and influencing senior and executive-level stakeholders.
• Excellent communication, presentation and problem-solving skills.

What we offer

• Permanent, full-time position with hybrid working.
• 25 days annual leave plus a celebration day, annual leave purchase scheme and paid volunteering days.
• Enhanced family leave, virtual GP, EAP, eye care vouchers, group life assurance and income protection.
• Reward Gateway shopping discounts and cashback, stakeholder pension scheme and recognition platform.
• Technical training, professional qualifications and development opportunities.
• Optional benefits such as an EV car scheme, cycle-to-work and technology vouchers.