About the job

We are seeking an experienced Client-Facing Service Delivery Manager to take ownership of service delivery across a portfolio of key client accounts within a managed IT services environment.This is a highly client-facing position, requiring someone who can build and maintain strong relationships with senior stakeholders, take accountability for service performance and ensure the consistent delivery of high-quality IT services.

The successful candidate will act as the bridge between clients and internal technical delivery teams, ensuring services are delivered in line with agreed contractual commitments, SLAs and business expectations. They will also play a key role in identifying service improvements, managing escalations and developing long-term client relationships.

• Key ResponsibilitiesClient Relationship Management: Build and maintain strong relationships with key client stakeholders, acting as their primary point of contact for service delivery matters.
• Service Delivery Ownership: Take end-to-end accountability for the delivery of managed IT services across assigned client accounts.
• SLA & KPI Management: Monitor service performance against contractual commitments, ensuring agreed service levels and operational targets are achieved.
• Service Reviews: Lead regular service review meetings, presenting performance metrics, discussing challenges and agreeing improvement plans.
• Escalation Management: Own and manage service escalations, ensuring issues are addressed promptly and clients are kept informed throughout.
• Stakeholder Management: Work closely with internal technical, infrastructure, support and project teams to ensure effective service delivery.
• Continuous Improvement: Identify opportunities to enhance service quality, operational efficiency and the overall client experience.
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