Service Delivery Manager

Service Delivery Manager

Basingstoke/London

£45K - £55K per annum

Due to continued growth our client is recruiting for a Service Delivery Manager to take ownership of the overall customer service experience, acting as the primary point of contact for all service-related matters. In this role, you will ensure customers receive a consistently high standard of IT service delivery while driving continuous service improvement and operational excellence.

You'll develop a strong understanding of each customer's environment by aligning people, processes and technology to deliver effective managed services. You will:

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• Lead the transition and onboarding of new customers, as well as the introduction of additional services for existing clients.
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• Ensure agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently achieved.
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• Plan and chair regular service review meetings with customers and internal stakeholders.
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• Work collaboratively with technical support teams to ensure customer issues are resolved efficiently and effectively.
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• Oversee key ITIL service management processes, including Major Incident Management, Change Management and Problem Management.
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• Produce, maintain and enhance service reports, ensuring customers receive clear and meaningful performance updates.
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• Identify opportunities to improve service delivery and lead initiatives that enhance customer value.
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• Monitor customer satisfaction through service reviews, feedback and performance metrics.
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• Maintain accurate service documentation, including operational guides, onboarding documentation and customer-specific procedures.
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• Support the sales team by identifying opportunities to expand managed service offerings within existing accounts.
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• Monitor third-party supplier performance to ensure contractual obligations and service commitments are met.
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You will have:

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• Excellent written and verbal communication skills in English.
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• Strong presentation and influencing abilities, with confidence engaging stakeholders at all levels.
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• A degree in Business, Information Technology or a related discipline, or equivalent industry experience.
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• Proven ability to build and maintain strong customer relationships.
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• A minimum of three years' experience in a Service Delivery Manager role, ideally within a mature Security Operations Centre (SOC) environment.
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• Experience using service management and collaboration platforms such as CRM systems, Salesforce, Confluence, Microsoft Power Apps and Microsoft 365.
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• A solid understanding of cybersecurity technologies and concepts, including SIEM, EDR and XDR.
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• Excellent organisational and time management skills, with the ability to manage multiple priorities.
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• The ability to remain calm under pressure and confidently manage service escalations.
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• A proactive mindset with strong problem-solving and analytical skills.
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• Experience producing service documentation, reports and continual improvement plans.
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• Strong stakeholder management skills and the ability to work both independently and collaboratively.
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• A full UK driving licence
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Working hours are Monday to Friday 9am to 5.30pm.

Benefits include company Pension scheme (5% contribution from the Company), 25 days holiday + BH., Individual Private Healthcare (Vitality – including Employee Assistance Programme), Death in Service benefit (4x basic salary)