Role Overview

As a Service Delivery Manager, you will play a critical role in ensuring the consistent, high-quality delivery of our services to clients. You’ll be responsible for managing client relationships, overseeing service performance, coordinating internal resources, and driving continuous improvement. This role is ideal for someone who thrives in a fast-paced MSP environment and is passionate about client satisfaction, operational excellence, and proactive service management.

Key Responsibilities

Serve as the primary point of contact for assigned clients, ensuring satisfaction and retention. Manage day-to-day service delivery against contractual commitments. Lead regular service reviews, including reporting on performance, KPIs, and improvement plans. Maintain service documentation, actions logs, and track progress on client-facing initiatives. Own and drive Client Service Improvement Plans (CSIPs) and Technical Optimisation Plans. Collaborate cross-functionally with technical, sales, and operations teams to ensure seamless delivery. Support pre-sales activity and proposal creation with technical insight and service alignment. Identify risks in service delivery and develop mitigation strategies. Monitor service SLAs, manage e...