Service Delivery Manager
Service Delivery Manager
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Job Description
Location:Customer Site/s London HQ & Home
AboutKervConnect
Kerv Connect is the networking and security practice of the Kerv Group. We help customers deliver digital transformation through secure automated and easy-to-manage solutions across the data centre branch and cloud. Our services focus on solving real-world business challenges by deploying advanced network and security technologies.
The Role
The Service Delivery Manager (SDM) is the primary customer advocate and operational interface for a portfolio of strategic large enterprise clients. This role ensures contracted services are delivered to agreed service levels drives continuous improvement and acts as a trusted partner to the customeraligning services to their evolving business needs.
Key Responsibilities
- Act as the primary point of contact for operational service matters representing the customer within the organisation.
- Build and maintain strong senior stakeholder relationships within assigned accounts fostering trust and transparency.
- Lead regular service reviews (e.g. monthly quarterly) with customer and internal stakeholders presenting performance incidents and improvement initiatives.
- Monitor service performance against contractual SLAs KPIs and OLAs taking corrective action where required.
- Manage escalations effectively ensuring root cause is addressed and preventive measures are implemented.
- Produce and deliver performance reports including analysis of trends and identification of service risks.
- Identify and drive service improvement plans to enhance quality efficiency and customer satisfaction.
- Proactively suggest innovations technology updates or process enhancements aligned to customer strategy.
- Oversee major incident communications and post-incident reviews with customers.
- Work with problem management teams to identify recurring issues and develop resolution plans.
- Support change management processes to minimise service impact and ensure successful outcomes.
- Understand contractual commitments scope and boundaries of the service ensuring compliance.
- Identify opportunities for service growth or up-sell in collaboration with account management teams.
- Assist in the renewal and renegotiation of service contracts where applicable.
Skills & Experience Required
Essential:
- Proven experience as a Service Delivery Manager within a Tier-1 service provider telco or managed services environment.
- Track record of managing services for large enterprise or public sector customers.
- Strong knowledge of ITIL service management processes (ITILv4 Foundation minimum).
- Excellent stakeholder management and relationship-building skills including experience engaging at C-level.
- Proven ability to interpret and present technical data in a clear business-oriented manner.
- Strong organisational skills with the ability to manage multiple priorities in high-pressure environments.
- Familiarity with telecoms networking cloud or security managed services.
- Experience producing and delivering service review reports to senior audiences.
Desirable:
- ITIL Intermediate or Expert certification.
- Experience working in a multi-vendor or complex supply chain environment.
Key Competencies
- Customer Focus Puts the customer at the centre of decision-making.
- Accountability Takes ownership for outcomes and drives resolution.
- Communication Clear concise and adaptable to audience.
- Analytical Thinking Uses data and trends to inform decision-making.
- Collaboration Works effectively across departments and with partners.
Performance Indicators
- SLA and KPI compliance rates.
- Customer satisfaction (CSAT/NPS) scores.
- Number and success of service improvement initiatives delivered.
- Reduction in repeat incidents or chronic issues.
- Positive feedback from internal and external stakeholders.
What We Offer
- Private medical insurance
- Pension scheme
- 25 days annual leave
- Personal benefits scheme
- Training and development opportunities
- Supportive team culture focused on innovation and career growth
Ready to launch your career in network and security
Apply now to join a team that values your curiosity supports your development and empowers you to make a real impact.
At Kerv were building something special and were building it to last. We want everybody to feel valued included and love working together. With an uncompromising pursuit of amazing employee experience we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity equality and belonging through collaboration and creating exceptional solutions together.
Required Experience:
Manager
Employment Type
Full-Time
