Service Delivery Manager

• Permanent
• Central London - Hybrid
• Up to £70,000

A leading global provider of managed IT services, cloud expertise, AI solutions, and digital transformation is seeking an experienced Service Delivery Manager to join the team and help drive exceptional service delivery for their prestigious clients. This role offers the chance to own service governance, build lasting client relationships, and contribute to high-impact enterprise managed service deals in a supportive, collaborative environment committed to employee growth and wellbeing.

Job Title: Service Delivery Manager
Job Type: Permanent
Location: Central London
Hybrid: Occasional travel to London office plus when needed on customer site

The Role:

• Build and nurture strong client relationships, focusing on positive sentiment, satisfaction, and proactive engagement to anticipate and prevent escalations.
• Lead regular service reviews, ensure consistent face-to-face interaction, and promote the value clients derive from in-house services.
• Support integrated account planning, renewals, and relationship mapping.
• Maintain up-to-date service design documentation, service catalogues, and manage vendor/third-party agreements.
• Identify, log, and manage risks/issues; lead service improvement initiatives and ensure contractual adherence.
• Collaborate on contract changes, demand planning, scope management, budgeting, cost tracking, invoicing, and financial risk mitigation.
• Support audits, compliance, and SME input for service management areas.
• Own service level performance across engagements: proactively manage SLAs/KPIs, monitor trends, implement corrective actions, and drive continuous improvement.
• Ensure alignment with ITIL best practices; act as escalation point for critical incidents, lead major incident management, root cause analysis, and proactive problem management.

What We're Looking For:

• 5+ years' experience within a Managed Service Provider, ideally with large enterprise customers.
• Strong ITIL exposure with relevant certification (eg, ITIL Foundation or higher).
• Strong technical understanding of IT infrastructure.
• Customer-centric mindset with proven experience in customer success, relationship building, and driving satisfaction/continual improvement.
• Track record in developing/implementing processes, cost management, invoicing, budgeting, and financial tracking.
• Experience in ITIL-based service management (incident, problem, change, SLA/KPI tracking).
• Team leadership, performance coaching, and ability to work collaboratively across shared services.
• Experience in enterprise managed services, service governance, and performance management is highly desirable.

Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy. Computappoint do not use AI to filter or assess candidates, we use experienced and dedicated recruiters, who want to match the best people to roles.