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About the Role

We are seeking a dynamic and results-driven Service Delivery Manager to maintain and enhance our client portfolio. This role is key to our Managed Service Provider (MSP) operations, focusing on delivering exceptional service reviews, generating insightful reports, and ensuring seamless execution of key performance metrics like Response SLA and Resolution SLA for incident management.

Responsibilities

• Conduct Service Reviews and generate Service Reports.
• Perform weekly client site visits, with location and frequency adaptable to requirements.
• Review field engineer calendars to ensure focus on sites with recurring issues.
• Measure and report on key metrics including Response SLA and Resolution SLA.
• Manage CSAT and Customer Feedback.
• Serve as an escalation point for internal and external queries and issues.
• Manage 3rd parties to ensure successful client collaboration.
• Perform trend analysis on service tickets to identify recurring issues.
• Run and set up a CAB with clients to ensure successful change management.
• Manage open risks to ensure mitigation or elimination.
• Understand client environments to ensure successful service delivery.
• Be accountable for delivering successful service and act as the go-to person for account issues/queries.
• Collaborate with client relationship managers, Service Transition, Project Managers, and the service desk for effective service.
• Oversee the transition of completed projects into live service.
• Handle and resolve customer complaints.
• Ensure patching schedules are in place and executed successfully.
• Proactively schedule firmware and patching updates.
• Utilize monitoring tools to identify missing updates or patches.
• Utilize ITSM tools to manage risks and ensure timely updates.
• Communicate effectively and conduct quarterly Service Reviews.
• Maintain regular client catch-ups to strengthen relationships.
• Create and maintain an internal knowledge system for SOPs and configuration.
• Maintain and update client CMDBs.
• Manage major and security incidents from start to finish.
• Create P1 Reports for major and security incidents, including action plans for mitigation and prevention.
• Identify and remediate issues on broken managed service contracts.
• Identify and implement improvements in service delivery processes.
• Conduct weekly/monthly Watch Points and Assessments.
• Manage an annual architectural review of client estates to provide recommendations for improvement.
• Manage mini projects, ensuring resource alignment and progress.
• Identify and communicate upsell opportunities for potential projects.
• Become involved in additional tasks as required.
• Be available out of hours for critical issues if required.

Requirements

• Prior experience working within an MSP for service delivery.
• Strong IT background.
• Proven ability to communicate effectively with clients and stakeholders.
• Experience in managing and resolving customer complaints.
• Proficiency in using ITSM tools and monitoring tools.
• Ability to prioritize workloads based on impact and value.
• Self-motivated with a willingness to learn and adapt.

Skills

• ITIL V4 Foundation certification
• Experience in proactive scheduling and execution of firmware and patching updates
• Knowledge of creating and maintaining internal knowledge systems for SOPs and configuration

Location

• Client site visits

Work Type

• Full-time

Experience Level

• Not specified

Education Level

• Not specified

About the Company

• Zenzero is one of the UK's fastest-growing technology companies, recognized by Deloitte as a Best Managed Company and featured in the Sunday Times Hundred. We hold Microsoft Solutions Partner status across all six designations, placing us among the top UK Microsoft partners. Our mission is to make technology genuinely work for mid-market businesses through managed IT, cyber security, cloud, and AI solutions. We are a certified B Corp and Scale Up Award winner, demonstrating our commitment to high growth and high standards.