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# IT Service Delivery Manager

- **Company:** IT Stars Recruitment
- **Location:** South West England, UK (Remote available)
- **Salary:** £40,000.0 - £50,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Configuration Management, Salesforce.Com, Workspace ONE, Microsoft InTune, Servicenow, Unified Endpoint Management
- **Published:** October 30, 2026
- **Apply:** https://www.cv-library.co.uk/job/225778146/IT-Service-Delivery-Manager

## About the Role

This is an excellent opportunity for a customer-focused IT Service Management professional who combines strong relationship management skills with hands-on operational expertise. You will be responsible for ensuring consistently high service standards, managing escalations, monitoring performance and driving continuous improvement across a range of enterprise technology services.

The successful candidate will be confident engaging with senior stakeholders and executive teams while remaining comfortable overseeing day-to-day service operations, investigating performance issues and coordinating technical teams and third-party suppliers.

Experience within managed services is essential, ideally alongside exposure to enterprise mobility, endpoint management or end-user computing environments., * Proven experience working within a Managed Service Provider (MSP) environment.

 * Experience owning and managing enterprise customer relationships.
 * A strong background in IT Service Management, with a good working knowledge of ITIL principles and processes.
 * Experience leading customer service reviews, QBRs and senior stakeholder meetings.
 * Demonstrable experience managing major incidents, customer escalations and service performance issues.
 * Experience using ITSM platforms such as Salesforce, ServiceNow or equivalent systems.
 * Ownership of KPI, SLA and operational reporting.
 * Experience coordinating geographically dispersed teams and third-party suppliers.
 * Strong analytical skills, including excellent Microsoft Excel capability and the ability to interpret service performance data.
 * Exposure to enterprise mobility, endpoint management or Mobile Device Management (MDM) / Unified Endpoint Management (UEM) solutions, such as SOTI, 42Gears, Microsoft Intune or Workspace ONE.

## Description

We are seeking an experienced IT Service Delivery Manager to take ownership of key enterprise customer relationships within a fast-paced Managed Service Provider (MSP) environment., * Own and develop strategic relationships with enterprise customers, acting as a trusted point of contact for service delivery and operational performance.

 * Lead regular service reviews, Quarterly Business Reviews (QBRs) and executive steering committee meetings.
 * Monitor service performance against agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and contractual commitments.
 * Take ownership of major incidents, customer escalations and service-related risks, ensuring effective communication, resolution and follow-up.
 * Drive continual service improvement initiatives, identifying trends, addressing recurring issues and improving service quality.
 * Oversee incident, problem and change management processes in line with ITIL principles and established service management practices.
 * Produce and present accurate service performance reports, operational insights and management information.
 * Work collaboratively with technical teams, geographically dispersed resources and third-party suppliers to maintain service standards.
 * Maintain effective governance, ensuring actions are tracked, responsibilities are clear and commitments are delivered.
 * Balance customer expectations, operational requirements and commercial priorities while identifying opportunities to improve service delivery.
 * Support effective asset and configuration management, ensuring processes and reporting remain accurate and fit for purpose., * Candidates based outside the South West: Hybrid or remote working is available, with occasional travel to the office expected. Eligible business travel fuel expenses will be reimbursed.
 * Candidates based locally to the office: Office-based working is expected, with occasional working-from-home days available by agreement with the line manager.

Further details regarding the office location and travel arrangements will be discussed during the recruitment process.