IT Service Delivery Manager/IT Service Desk Manager

We're looking for an experienced Onsite Service Delivery Manager to support one of our largest customers, ensuring exceptional service quality, SLA compliance and strong customer relationships. You'll act as the trusted partner for all service and technical issues, driving continuous improvement and representing our brand values in every interaction. Key Responsibilities

• Act as the primary contact for service and technical issues across the customer account.
• Build strong customer relationships and ensure delivery meets SLAs, KPIs and contractual expectations.
• Produce accurate monthly and quarterly Performance Management Reports (PMRs), including incident trends and improvement actions.
• Lead Continual Service Improvement initiatives to reduce recurring incidents and enhance performance.
• Manage escalations, customer complaints and high-profile issues, ensuring clear communication.
• Support accurate billing for out-of-hours or non-contractual work.
• Lead allocated teams, conducting regular 1:2:1s and managing performance effectively.
• Work collaboratively with sales, operations and technical teams to deliver seamless service.
• Highlight any risks, potential SLA breaches or reputational concerns to senior management.

• Strong knowledge of ITIL and service management principles.
• Experience with managed services, SLAs, KPIs and performance reporting.
• Understanding of enterprise IT environments (networks, servers, infrastructure) from a service delivery perspective.
• Excellent communication skills with the ability to translate technical issues into business terms.
• Leadership experience, including team management and performance reviews.
• Strong problem-solving and conflict-resolution skills.
• Ability to analyse data, identify trends and present clear reports.
• Proven experience in customer-facing service delivery or account management roles.

• 35-hour working week (08:00-18:00 coverage).
• Hybrid working (5 in 10 days office-based).
• 25 days holiday, rising to 30 with length of service, plus bank holidays.
• Eligibility for discretionary bonus scheme.
• A culture shaped by our core values: Customer Focus, Integrity, Accountability, Innovation and Passion.