Full job descriptionRole: Service Delivery Manager
Location: Remote (UK)
Salary: £50,000
Industry: Technology Group
We’re a fast-growing group built by acquiring some of the UK’s best regional IT managed service providers. As we bring more businesses into the group, we need one person to make sure every client gets the same reliable, proactive service, whichever business they first joined.
This is a build role, not a maintenance one. There’s currently no single, group-wide way of running service delivery, no shared service review format, no common escalation route, no group-wide view of client satisfaction. You’ll create all of it, starting across our existing client base and rolling it out to every business we acquire next.
What you’ll be doing
* Mapping how service delivery works today and defining one group standard for escalations, service reviews and client updates
* Setting up client satisfaction (CSAT) measurement from scratch
* Owning major escalations through to resolution
* Setting up service KPIs (response and fix times) and reporting against them
* Leading service reviews with key clients, focused on outcomes rather than tickets
* Working with technical teams to turn recurring issues into permanent fixes
What we’re looking for
* Proven service delivery management experience in an IT managed service provider (or similar)
* A track record of improving client satisfaction and cutting repeat issues
* Confidence running client service reviews and holding internal teams to account
* Comfortable with Microsoft 365 environments and a PSA/ticketing system (we use HaloPSA)
* Strong with service data, able to turn numbers into clear actions
* ITIL or similar qualification helpful but not required
Why this role
You’ll set the group service standard, every future acquisition adopts what you build. Real ownership of service quality, client satisfaction and retention across the group, reporting directly to the leadership team. Remote-first, with occasional travel to UK sites.