Service Delivery Manager

About the role

We are a fast‑growing technology group that has acquired several regional IT managed service providers. As we continue to expand, we need a Service Delivery Manager to create a unified, group‑wide service delivery framework and ensure consistent, proactive client support across all businesses.

Key responsibilities

• Map current service delivery processes and define a single standard for escalations, service reviews and client updates.
• Design and implement a client satisfaction (CSAT) measurement system from scratch.
• Own major escalations and drive them to resolution.
• Establish service KPIs (response and fix times) and produce regular performance reports.
• Lead outcome‑focused service reviews with key clients.
• Collaborate with technical teams to convert recurring issues into permanent fixes.

Required profile

• Proven experience in service delivery management within an IT managed service provider or similar environment.
• Track record of improving client satisfaction and reducing repeat incidents.
• Confidence conducting client service reviews and holding internal teams accountable.
• Comfortable working with Microsoft 365 and a PSA/ticketing system (HaloPSA).
• Strong analytical ability to translate service data into actionable improvements.

Required skills

• Microsoft 365
• HaloPSA

What we offer

• Opportunity to set the group‑wide service standard and influence future acquisitions.
• Direct reporting to the leadership team with real ownership of service quality and client retention.
• Remote‑first working arrangement with occasional travel to UK sites.
• Competitive salary range of £45,000‑£50,000 per year.