Service Delivery Manager

We’re Hiring – Service Delivery Manager

Salary – up to £60,000 (DOE)

Location - Birmingham with regular travel to customer sites

Key Benefits:

• Generous Holidays: Enjoy 24 days of holiday, plus bank holidays and a special day off for your birthday.
• Give Back: Enjoy paid volunteering days to support causes you care about.
• Referral Rewards: Benefit from our Refer a Friend scheme and earn money for bringing great talent to our team.
• Social Events: Join in on regular social events and connect with your colleagues in a fun and relaxed environment.

About Us:

Established in 2003, Focus Group is one of the UK's fastest-growing tech providers, empowering over 30,000 businesses nationwide. With over 1,000 employees and a $1bn valuation, we are a dynamic force in the industry.

Job Purpose:

We're hiring a Service Delivery Manager to lead the delivery of IT services for key customer accounts. Acting as the primary point of contact, you'll ensure service excellence, customer retention, and account growth. This role demands strong stakeholder engagement, governance across Incident, Problem, Risk, and Change Management, and a commitment to continuous improvement. You'll oversee service reviews, reporting, and remediation, while proactively identifying risks and opportunities to enhance value. With commercial awareness and a focus on aligning service delivery to business needs, you will play a pivotal role in strengthening client partnerships and driving long‑term success.

Key Responsibilities:

• Respond to customers in accordance with Focus Group's documented procedures, established practices, and company values
• Act as an internal advocate for customers, ensuring feedback and needs are communicated to product and service teams
• Establish and maintain clear, professional relationships internally and with customer stakeholders, acting as the voice of the customer
• Gather client feedback, monitor satisfaction levels, and drive improvements in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) throughout the service lifecycle
• Plan and communicate shifting priorities effectively, ensuring commitment levels are maintained
• Support communication and provide assistance with planned works and maintenance activities
• Maintain awareness of complaint handling processes and track customer complaints through to resolution
• Maintain Service Operations Manuals or customer profile documents for named accounts
• Maintain accurate records of delivered services and customer interactions to ensure compliance and manage risk

Skills & Experience:

• Effective collaboration with team members across different locations using virtual communication tools
• Strong administrative and reporting skills
• Understanding of risk management for protecting clients and service providers
• Broad Technical understanding of IT infrastructure, Cloud services, networking, and security
• Strong leadership, communication, and stakeholder management skills at all levels
• Experience operating in a fast-changing environment
• ITIL 4 Foundation certification with familiarity in Incident Management, Change and Release Management, Problem resolution, and Service/Help Desk operations
• Ability to influence stakeholders, change opinions, and impact decision outcomes with persuasive skills
• Capability to integrate service performance and customer satisfaction data to identify trends, prioritize issues, and create improvement plans
• Experience managing successful service delivery using SLAs, KPIs, proactive engagement, escalation management, and regular Service Reviews
• Commercial awareness and acumen to prioritize customer demands and internal resources while managing customer growth and cost-to-serve

Nice to have:

• Exposure to Cloud and/or Communication technology sectors
• Experience supporting software/hardware deployment operations
• Experience working within a high-growth IT Managed Services Provider (MSP)
• Basic working knowledge of Cisco, Fortinet, M365, and Cloud products

Don't worry if you don't meet every requirement—your passion and potential matter to us! If you’re excited about driving business growth and transforming how companies use technology, we want to hear from you.

At Focus Group, we celebrate diversity and foster a culture where everyone can thrive. If you need assistance applying or require reasonable adjustments, reach out directly - we’re here to help.

Ready to make a real impact? Apply now!