Senior Service Delivery Manager
Join our award-winning Managed Services team as a Senior Service Delivery Manager, where you'll cultivate strong client relationships and drive exceptional service delivery.
We usually respond within a week
Position Overview
As an experienced Senior Service Delivery Manager within our Managed Services team, you will manage the day-to-day relationship with one of our key clients to ensure a high level of service delivery. Your role will involve working closely with the internal account management team to grow revenue through increased customer satisfaction, adding value through expertise, and continuously driving service improvement initiatives. This position is ideal for an ambitious professional in the technology services sector, seeking a new challenge within a forward-leaning technology company.
Recent MSP winners of the UK MSP of the year at 2025 MSP Channel Awards Join an award-winning Microsoft partner and leading technology provider for mid-market businesses. Read more about our Microsoft Designations and Awards here we are also one of the first to achieve the newly launched Microsoft Support Services Designation
Click here for the list of benefits.
Hybrid working
We recognise the benefits that remote and flexible working brings.
We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.
#LI-Hybrid
Manage the day-to-day relationship with key clients.
Ensure a high level of service is consistently delivered.
Work with the internal account management team to grow revenue through improved customer satisfaction.
Develop and manage Service Level Agreements (SLAs) in alignment with current service line aspirations.
Oversee day-to-day operations to meet contractual commitments.
Lead service design and improvement workshops to leverage emerging technology services, including AI and machine learning.
Produce management reports for clients and lead service review meetings.
Provide detailed analysis and feedback based on trends and root cause analysis.
Fully document Service Management activities for audit purposes.
Act as the primary point of escalation for major service issues, changes, and projects.
Manage service risks and issues, assigning responsibilities and driving completion.
Qualifications & Experience
Demonstrable previous experience in a managed services organization.
Proven experience managing the delivery of customer services to contractual obligations and service levels.
ITIL v3 or v4 certification in Service Design & Service Operations.
Experience with ITSM tools such as AutoTask and ServiceNow; proficient in Excel.
Experience in developing service models utilizing artificial intelligence and machine learning platforms.
Exceptional communication skills, both written and verbal, with a professional phone manner.
Proven experience governing service through regular cadence meetings while driving customer satisfaction.
Strong organizational skills to reprioritize workload based on changing customer requirements and service strategy.
Highly process-oriented with experience in challenging and developing new ways of working.
Ability to remain calm, positive, and responsive under pressure, demonstrating initiative at all levels of the customer business.
About Us:
We are the tech company with people at heart.
At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.
Our Selection Process:
We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.
As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.
- Department
- Managed Services
- Role
- Service Delivery
- Locations
- Manchester, United Kingdom
- Remote status
- Hybrid
- Employment type
- Full-time
About Advania UK
We are the tech company with people at heart.
Tech is created for people. Our services impact every part of life. We are passionate about understanding your issues, your business, your needs. Our business is built around understanding people, and our employees are empowered to act on this understanding every day.