Overview
The IT Service Delivery Manager will take charge of service delivery for a portfolio of managed services customers, ensuring a proactive approach to continuous improvement and building strong customer relationships. This role requires overseeing all aspects of service management, from incident handling to performance reporting, while collaborating closely with internal teams and partners to maintain high service standards and drive growth.
Responsibilities
- Own end-to-end service delivery across a portfolio of managed services customers.
- Lead regular service reviews, presenting SLA/KPI performance, risks and service improvements.
- Govern incident, problem and change management, acting as the senior escalation point.
- Drive continual service improvement, addressing recurring issues and delivering permanent fixes.
- Produce clear, meaningful service reports for customers and stakeholders.
- Partner with account teams on renewals, service growth and commercial discussions.
- Hold internal teams and suppliers accountable for agreed service levels.
Requirements
- Strong ITIL service management knowledge; certification is desirable.
- Proven experience owning managed service delivery within enterprise storage or infrastructure environments.
- Familiarity with enterprise or unified storage platforms.
- Confidence leading service governance meetings with senior customer stakeholders.
- A proactive, customer-focused mindset with a genuine passion for service improvement.
- Strong technical infrastructure knowledge combined with excellent stakeholder management skills and commercial awareness.