Job Title: Senior Service Delivery Manager
Salary: £60,000-£70,000 per annum + benefits
Location: Tower Hamlets, London (Hybrid working - 2 Days Onsite)

We are currently recruiting for a large-scale MSP organisation based in London and are assisting our client in finding an experienced Senior Service Delivery Manager. In this role you will play a critical part in managing the operational relationship with clients at an executive level. You will be the trusted point of contact for clients and be responsible for overseeing service escalations, driving client satisfaction, and ensuring service delivery aligns with contractual obligations and client expectations. You will build and maintain strong relationships with clients at the Executive level and collaborate with internal teams, including Account Managers, to enhance client relationships. You will act as a primary contact for service escalations and provide support during critical incidents. You will also be responsible for driving account growth, by aligning the client’s IT strategy with internal solutions, involving relevant Sales Specialists or Solution Architects as required.

Key skill and experience:

Current or previous experience in a Service Management role, ideally within the Managed Service Provider (MSP) industry
Proven experience aligning service delivery with contracts and revenue targets
Expertise in leading quarterly strategic reviews with senior client contacts, highlighting service performance and identifying IT roadmap opportunities
Strong knowledge of Cloud and Infrastructure products and services
Expert issue resolution and effective escalation management
Strong relationship management skills, balancing client satisfaction with commercial objectives
Ability to drive cross-functional change to improve CX and implement measurable service improvement plans
Diligent in identifying and executing actions required to enhance service delivery within agreed timelinesThe role will be 2 days onsite in Tower Hamlets, this is none negotiable. Please consider this before applying for the role.

If your background aligns to the role and you would like to apply, please do so by clicking the link and you will receive an update on your application in due course. Unfortunately, due to the high volume of applications received, we are unable to provide individual feedback to unsuccessful candidates; apologies for any inconvenience caused.

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