Job Description

Service Delivery Manager

As a Service Delivery Manager, you will work be accountable for end-to-end service delivery, performance and customer experience across assigned managed service customers. You will operate as a trusted partner, ensuring services are proactive, value-led and aligned to customer business outcomes.

Success is measured by customer trust, service quality, retention and perceived value, not just SLA attainment. You will have a single point of accountability, owning outcomes, driving improvements and ensuring customer confidence in both service and organisation.

Job Role Responsibilities.

• Own end-to-end service delivery across key managed service clients.
• Build strong customer relationships and act as their advocate.
• Drive service performance, SLA delivery, and continual improvement.
• Lead service reviews (MSRs/QBRs) with insight-led recommendations.
• Manage risk, escalations, and customer sentiment proactively.
• Work cross-functionally to ensure accountability and delivery.
• Ability to take full ownership of service outcomes across multiple clients.
• Strong understanding of IT service management within a managed services environment.
• Confidence in managing escalations, risk, and customer sentiment.
• Ability to translate operational data into meaningful insights and actions.
• Comfortable working cross-functionally with technical, commercial, and leadership teams.
• Highly organised, with the ability to prioritise effectively in a fast-paced environment.
• A proactive mindset with a focus on continual service improvement and innovation.

Job Requirements

• Proven Service Delivery experience within an MSP environment
• Strong understanding of ITIL, SLA/KPI management, and CSIPs
• Excellent communication and stakeholder management skills
• Commercial awareness with a focus on retention and value delivery
• Ability to lead through influence, take ownership, and act decisively
• Driving licence with access to own vehicle

What we offer

• Hybrid Working (3 days in / up to 2 days remote if required, after probation which is 3 months)
• Salary – Competitive salary.
• Location – Northampton, Manchester, London or Chippenham
• Culture – Social events, Supportive, Fun, Hard working
• Perks – Incentives (holidays, vouchers, lunches, spot prizes)
• Top of the range technology in office and for home working (laptops, screens, etc)
• Subsidised health care/medical benefits
• Annual Leave – 25-30* days plus B. H’s + optional 2 weeks unpaid. *Increases with time spent

Experience

• Proven experience as a Service Delivery Manager (or similar role) within a Managed Services provider
• Demonstrable experience managing SLAs, KPIs, and service performance
• Experience leading customer service reviews (MSRs/QBRs) and presenting to stakeholders
• Strong working knowledge of ITIL frameworks (Incident, Problem, Change, and CSI)
• Experience managing technical escalations across multi-tier support teams
• Exposure to Microsoft-based environments (e.g. O365, Active Directory, Windows Server) and wider infrastructure services
• Experience contributing to service improvement initiatives and driving measurable outcomes

Reports to:

Head of Service Delivery

Bechtle is one of Europe’s leading suppliers of IT hardware, software and services. Established in 1983, we utilise our European coverage to provide a common platform for procurement across 14 European countries. We provide comprehensive IT solutions ranging from consultation, procurement and delivery of hardware and software, project planning and implementation, system integration, maintenance, training and even the complete on-site operation of IT systems.

Jenny Careless | Human Resources | jenny.careless@bechtle.com | +44 (0) 1249 467935