ITIL Service Delivery Manager

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South West
Work from home
Negotiable, dependent upon experience

ITIL Service Delivery Manager

Networks, Cloud & Managed IT Services

UK wide - work from home – remote working

is recruiting for a remote based, home working – ITIL Service Delivery Manager to work for a global IT, ICT, Technology, Cloud, & Collaboration managed service provider.  The role will act as a relationship manager & customer guardian for a prestigious client base of Managed IT, Cloud, Network & Unified Comms service provider customers. The position would suit & experienced technology service delivery manager with strong stakeholder, relationship & contract management skills. More details can be found below….


Position:          Service Delivery Manager, ITIL Service Manager, Customer Relationship Manager, Customer Service Operations, Account Manager, Client Manager, Operations Manager, Incident Manager


Purpose:          The IT Service Manager will be involved in the full 360 degrees of the customer relationship lifecycle. From commercial & contractual requirements through to technical service development, deployment, support & ongoing customer account management, the ITIL Service Delivery Manager will have ownership for customer engagement, adoption, retention & satisfaction

Location:          Work from home – remote working - anywhere UK


Services:          IT, Technology, Networks, Cloud Computing, Cyber Security, Unified Communication & Collaboration & Modern Workplace solutions.


Duration:          Full time, permanent employment


Salary:             £45,000 - £55,000 basic + benefits 


Environment:   IT, Technology, Cloud, Hosted Services, Internet, Hosting, Managed IT Solutions, Networks, Telecoms, Unified Communications, Unified Comms, IT Service Manager, ITIL Service Delivery Manager, Customer Relationship Manager, Customer Service, Customer Operations, Account Manager, Client Manager, Operations Manager, Service Desk, Help Desk, Problem Management, Incident Management, Change Management, Service Deployment, Service Implementation, Transition Management, Project Delivery, Reporting, Root Cause Analysis, ServiceNow, SLA, KPI, CSAT, ITIL


Key Activity:


  • Customer relationship management & development
  • Stakeholder management & engagement
  • Customer service & driving customer success
  • Service delivery & service management (SLA’s, KPI’s, OLA’s SLT’s)
  • Service review meetings
  • Incident & problem management
  • Identify areas for modification or improvement
  • Continual process improvement
  • Governance & control
  • Performance analysis
  • Reporting & performance management



The ITIL Service Delivery Manager will take ownership of a prestigious customer account base for this leading managed IT & Network service provider. The ITIL Service Delivery Manager will nurture & develop high level enterprise customer relationships to ensure operational & commercial success, whilst achieving exceptional levels of customer satisfaction. This will include BAU technical account management & change management initiatives during new service deployments, integrations & transitions.

As a dedicated Service Account Manager, the role holder will take ownership of specified “high value” & priority accounts. It will deliver a devoted customer interface & champion in order to ensure on-going service continuity.




  • Oversee project & service implementations to ensure a smooth & professional transition


  • Initiate new customers into service ops


  • Service improvement initiatives


  • Ensure service levels are enhanced & customer trust & confidence is maintained


  • Service review meetings


  • Drive customer engagement & adoption through demonstrating delivery against requirements


  • Customer relationship management


  • Develop strong customer relationships which enable joint commercial & operational success


  • Customer change management initiatives


  • Deliver change management programmes


  • Monitor & manage operational compliance


  • High level incident management


  • Stakeholder management & business communication


  • Ensure customer service & technical teams deliver against objectives


  • Customer satisfaction management


  • Ownership of SLA’s, KPI, service implementation & CSAT improvement targets etc.


  • Contractual reviews & documentation of performance objectives & targets  


  • Continuous improvement of the managed IT Service product portfolio


  • Collaborate effectively across teams, working efficiently to meet targets

Candidate profile:


Candidates must have previous & similar Service Delivery Management experience. You’re likely to be ITIL accredited & to have worked within a Software Vendor, Managed Hosting, Cloud, Systems / Network Integrator, Microsoft Partner, similar type of managed technology service provider or large enterprise environment. Your experience is likely to include as much of the following as possible:


  • Service delivery management


  • Customer operations


  • Complex customer facing environments


  • Contractual reviews & management of service agreements & frameworks


  • Customer review meetings


  • Incident management, change management, problem management etc.


  • Documenting, tracking & analysing performance statistics (SLA, KPI, CSAT)


  • A broad range of IT, cloud, network, telecoms & unified comminutions services, infrastructures & technologies


  • ITIL principles (certificate preferred)


  • Leading effective delivery teams


  • Candidates should be able to drive & willing to travel


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