IT Service Delivery Manager

About the role

Join Quorum, one of Scotland's largest Microsoft Partners, as an IT Service Delivery Manager. You will act as the trusted advisor for a portfolio of managed‑service clients, ensuring high‑quality delivery, driving continuous improvement and building long‑term relationships.

Key responsibilities

• Own the ongoing success and satisfaction of a portfolio of managed‑service clients.
• Lead service review meetings, presenting performance data, insights and recommendations.
• Build trusted relationships with key stakeholders and act as their primary service advisor.
• Drive continual service‑improvement initiatives that deliver measurable business value.
• Manage service escalations, ensuring rapid resolution and clear communication.
• Coordinate customer communications during major incidents and oversee post‑incident reviews.
• Monitor SLA performance, identify trends and produce monthly service reports.
• Support contract renewals, service proposals and commercial discussions.
• Collaborate closely with technical consultants and engineers to deliver outstanding outcomes.

Required profile

• Proven experience in IT Service Delivery, Service Management or Customer Success within a Managed Services environment.
• Strong knowledge of ITIL principles and service‑management best practice.
• Demonstrated ability to manage client relationships and exceed service expectations.
• Excellent communication and stakeholder‑management skills, with experience presenting to senior leaders.
• Ability to prioritise multiple customers in a fast‑moving setting.

Required skills

• Microsoft 365 (Exchange Online, SharePoint, Teams)
• ITIL principles

What we offer

• Hybrid working model
• Competitive pay and benefits
• Opportunity to work with a leading Microsoft Partner in Scotland