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Service Delivery Manager

Circle IT | Service Delivery Manager

The SDM is a professional services manager responsible for owning the delivery of services into managed service customer account(s).

A high level of customer contact and interaction, the SDM will play a key part in creating and maintaining strong long-term service provider/customer relationships and acting as the bridge between the client(s) and our operational delivery teams.

The objectives of the Service Delivery Management team are to oversee the delivery of service technology to our clients. Establishing policies designed to ensure consistently high service performance, monitoring delivery teams and evaluating customer feedback to develop quality improvement processes. The SDM will take ownership and accountability of their specified customer relationship(s), service improvement plans and SLAs.

Account profitability forms an important aspect of this role.  The SDM will leverage their strong customer relationship(s) and meet regularly with the customer to profile immediate and strategic opportunities, they should review and consider ways of generating further income and opportunities from the account by working closely with the sales executive to enable them to close any opportunities raised.

The SDM will need to be a great communicator, with an ability to provide continuity for projects and incidents from start to finish.  The ability to influence all areas of the organisation into providing best service to clients is essential at all levels.

The SDM role will involve travel and overnight stays.

Principle Duties and Responsibilities

  • Best practice processes are in place, followed, monitored and audited as per the agreed schedules
  • Accountable for the successful onboarding process
  • To be accountable and take ownership of the service that’s being provided and profitability of the service being provided.   
  • Build and maintain effective personal relationships with customers
  • Proactive SLA management and achievement, to ensure meeting SLA KPI’s
  • Strive to achieve NPS score of 4.5 (9) and above for all customers
  • Actively reporting and monitoring our performance of services
  • Excellent communication with the customer, internal teams and all stakeholders, ensuring actions are logged, measured and achieved to agreed timescales
  • Collaborating and working with the company’s senior management and sales executives on account management, strategy and growth 
  • Ensuring operations teams are aware of planned changes and the appropriate support structures are in place
  • Arrange the delivery of reports and chairing of service review meetings as per the agreed schedule
  • forming bespoke resource when needed e.g. specialist teams or people for specific issues /opportunities
  • Responsible for the people management of onsite service desk teams

Qualifications, work experience and knowledge required

  • 3 + years of working in a management customer focused and service delivery role within a technical environment (ITIL aligned preferable)
  • Demonstrable experience of achieving targets and delivering an effective service to customers with SLAs
  • Experience of managing customer expectations and working collaboratively with technical and non-technical teams
  • A demonstrated ability to influence, negotiate and to take ownership of company processes
  • Demonstrable experience of producing and analysing customer service delivery performance reports, presenting findings and recommendations to management and customers to improve the service
  • Previous experience of working collaboratively with customers to support their IT strategy, profiling and acting on future opportunities. 
  • Excellent communication and presentation skills (written & verbal).  Being able to manage large customer relationships and manage expectations both internally and externally.
  • Effective commercial and leadership skill set
  • Full UK drivers licence- travel will be required

Skills (including technical and behavioural)

  • A demonstrated ability to influence, negotiate and to take ownership of company processes
  • Excellent communication and presentation skills, attention to detail, with and a drive and passion for proactively resolving issues
  • Excellent communication and presentation skills (written & verbal). 
  • Being able to manage large customer relationships and manage expectations both internally and externally. 
  • Effective commercial and leadership skill
  • Approach- accountable, agile, commercial, professional, customer focused
  • A self-motivation to succeed
  • Passionate about delivering effective customer service and results
  • Able to work independently and as part of a team, with minimal supervision
  • Strong team work ethic
  • Work and behave in-line with Circle IT’s Values- Leadership, Support & Respect, Quality & Dedication, Passion & Innovation, Agility & Energy

Check out some of the benefits you will enjoy as part of the Circle IT Team (Click here) 


A full job description is available by request,


To apply for this roles, please upload your CV below or email quoting the vacancy you are applying for in the subject title. 


Should you not hear back from us within three weeks of submitting your application, we would like to thank you for taking an interest in working at Circle IT and confirm that you were not successful at this time.  

Please note: Strictly no recruitment agencies