IT Service Delivery Manager

IT Service Delivery Manager

- Salary: £50,000 - £60,000 pa DOE

- Location: Nottinghamshire / London (hybrid / client site / remote)

- Benefits: 26 days Annual Leave (+ bank holidays), Enhanced Maternity & Paternity, Access to HealthShield & Holiday Purchase Scheme & Electric Vehicle Scheme

- Our Client: Multi-Vendor IT Reseller & Managed Services Provider / VAR

The Opportunity:

We are searching for a proactive & experienced Service Delivery Manager to take ownership of the operational and commercial success of IT services delivered to a portfolio of enterprise customer contracts. You will play a key role in shaping the services strategy, be the driving force behind service excellence and continuous improvement, all whilst fostering long‑lasting effective customer relationships.

Roles & Responsibilities:

Commercial, Customer Relationship, & Service Delivery Management:

• Ensure IT services add business value by fulfilling SLAs, KPIs, and meet customer expectations.
• Oversee end‑to‑end service level management, ensuring full adherence to all contracted SLAs whilst maintaining consistent high‑quality service delivery.
• Manage commercial and financial elements of service delivery to ensure efficiency, profitability, and value.
• Maintain broad awareness of cost, value drivers, and financial implications of service decisions.
• Maintain a positive and constructive narrative to customers, providing guidance and insight to enhance customer experience.
• Build and nurture strong and effective relationships with customers, acting as a trusted advisor to stakeholders at all levels.

Collaboration, Leadership & Stakeholder Management:

• Work closely with the account management and commercial teams to deliver a cohesive service and aligned outcomes.
• Build strong internal stakeholder relationships across technical teams, service desks, and other delivery functions.
• Confidently lead and facilitate meetings with stakeholders at all organisational levels.
• Provide matrix leadership across Service Desk functions, technical teams, and wider service stakeholders, and ensure all deliver consistently high‑quality service and outcomes.
• Oversee third‑party and vendor relationships to ensure integrated, aligned service performance.

Service Strategy & Reporting:

• Shape and evolve the service delivery strategy, supporting ongoing service development and growth.
• Drive measurable service enhancement initiatives, embedding continuous improvement throughout the customer lifecycle.
• Identify opportunities for optimisation across cost, efficiency, and return on investment.
• Produce accurate and meaningful reports that clearly communicate service performance, trends, risks, and improvements.
• Use data and insights to inform decision‑making, influence stakeholders, and drive service optimisation.

Skills & Experience:

• Previous experience as a Service Delivery Manager within an IT Reseller, VAR, IT MSP or similar is essential.
• ITIL v4 certified, or proven experience working within a large scale ITIL aligned MSP with a strong understanding of modern service management best practice.
• Experience of Public Sector projects/clients working on RM frameworks would be highly beneficial.
• Large scale / enterprise service delivery experience, delivering IT services within client‑facing or outsourced environments.
• Exceptional relationship‑building skills and the ability to represent the business with professionalism and credibility.
• Strong matrix‑management capability, coordinating multi‑disciplinary teams to achieve shared outcomes.
• A continuous‑improvement mindset, with proven experience driving and embedding service enhancements.
• Excellent analytical and reporting skills, able to produce clear, insightful performance outputs.
• Strong commercial awareness with an understanding of cost, value, and financial decision‑making.
• A structured and proactive problem‑solver who thrives in fast‑moving, service‑led environments.