IT Service Delivery Manager - Newcastle, Glasgow, Bristol - #2169091

Are you a Service Delivery Manager who takes pride in delivering excellent customer service and building lasting relationships?

We’re working with an established managed services provider to recruit a customer-focused Service Delivery Manager who can take ownership of a portfolio of customers, strengthen partnerships and drive continuous service improvement.

What you’ll be doing

• Manage a portfolio of managed services customers, acting as their primary service contact.
• Build and maintain trusted relationships with senior customer stakeholders.
• Lead service reviews and ensure performance meets agreed SLAs.
• Identify risks, trends and opportunities to improve service quality and the customer experience.
• Work closely with Account Managers to support customer retention, renewals and business growth.
• Coordinate technical, project and service teams to deliver successful outcomes.
• Lead, support and develop a small team of Service Desk Engineers.
• Handle challenging customer conversations confidently and professionally.
• Support the transition of new projects, changes and services into managed support.

What we’re looking for

You’ll have proven experience in service delivery within an MSP or managed services environment, along with:

• Strong customer relationship and stakeholder management skills.
• Experience conducting service reviews and managing SLAs.
• A proactive, solutions-focused approach to problem-solving and continuous improvement.
• Commercial awareness, particularly around customer retention and renewals.
• Experience leading or developing a technical or service-based team.
• Confidence engaging with senior customers and managing difficult conversations.
• Excellent organisational and communication skills.
• ITIL certification would be advantageous.

Why this role?

This is an opportunity to take genuine ownership of your customer portfolio and make a tangible impact on service delivery. You’ll have the scope to influence how services are delivered, drive improvements and collaborate with technical, commercial and project teams to deliver the best possible customer outcomes.

The role is remote, with travel required.

If you’re ready to take the next step in a role where customer relationships, service quality and continuous improvement are at the heart of everything you do, we’d love to hear from you.

Apply now to find out more.