Principal Service Delivery Manager

🔒 Confidential Employer
Posted 3 May 2026
LOCATION
London
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
Management & Operations
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

IT Service Management Stakeholder Management C-suite Engagement Team Leadership Customer Focus Communication Skills Security Clearance Eligibility Service Level Agreements

FULL DESCRIPTION

Principal Service Delivery Manager

[Employer hidden — view at passion-project.co.uk] delivers secure, transformational IT solutions across the UK. As a Principal Service Delivery Manager, you will be a senior leader responsible for strategic customer relationships.

  • Location: London (Hybrid)
  • Department: Managed Services
  • Employment Type: Full-Time
  • Experience: Experienced

Key Responsibilities

  • Build and maintain strong, senior-level customer relationships.
  • Own the end-to-end success of strategic and business-critical customers.
  • Ensure services meet contractual commitments, SLAs, and customer expectations.
  • Lead and manage onsite service teams.
  • Drive customer satisfaction, retention, and advocacy.
  • Identify service risks, issues, improvement opportunities, and growth potential.
  • Manage customer escalations to timely resolution.
  • Report on service performance, customer health, KPIs, and SLAs.
  • Collaborate cross-functionally to deliver continual service improvement.
  • Contribute to account strategy, communications, and business development.
  • Champion a “Our Customer, One Roc” culture and coaching mindset.

Essential Skills & Experience

  • 5+ years’ experience in IT service management or large-scale IT service delivery.
  • Strong stakeholder management, including C-suite engagement.
  • Experience leading or coaching teams.
  • Excellent communication, organisation, and customer-focused skills.
  • Comfortable in fast-paced, high-pressure environments.
  • Eligible and willing to obtain Security Clearance.

Desirable

  • Experience working for a Managed Service Provider (MSP).
  • Strong understanding of enterprise technologies.
  • Experience driving operational or process improvements.

Who You Are

Customer-focused, proactive, and solutions-driven. Resilient, adaptable, and commercially aware. A collaborative leader with a strong “One Roc” mindset.

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