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Senior Service Delivery Manager

Remote: 
Full Remote
Contract: 
Full time
Work from: 
United Kingdom

Offer summary

Qualifications:

Proven experience in a Microsoft Partner environment with a strong understanding of partner/customer dynamics., Previous Service Delivery or Customer Success experience with enterprise-level customers., Strong skills in managing client relationships and ensuring long-term engagement., Excellent problem-solving, communication, and organizational skills in a fast-paced environment..

Key responsabilities:

  • Own and manage the delivery of services in line with contracted service levels.
  • Build and maintain strong client relationships as the primary point of contact for service delivery.
  • Lead regular service review meetings and analyze service performance data for improvements.
  • Collaborate with cross-functional teams to drive operational efficiency and support internal service delivery initiatives.

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Transparity
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Job description

Who we're looking for
Overall ownership & accountability for the management and successful delivery of contracted services, across a wide range of customers. The role is responsible for ensuring all IT & related services meet contracted specifications across the full-service lifecycle.
Client Relationship building is crucial in this role, building & maintaining strong customer relationships is key to delivering exceptional service for new & existing customers. You will act as the central point of contact for service delivery for your aligned accounts, focusing on customer experience and driving satisfaction.
What you'll be delivering
  • Build, own, and manage strong client relationships, acting as the primary point of contact for service delivery.
  • Own and manage the delivery of services in line with contracted service levels, ensuring performance and compliance with all obligations.
  • Lead regular, structured service review meetings with clients, including the production and presentation of monthly service reports.
  • Analyse service performance data (e.g. trend analysis, monthly metrics) to provide actionable insights and drive improvements in service quality and customer satisfaction.
  • Maintain and manage Continual Service Improvement (CSI) plans and RAID logs to monitor risks, issues, and service enhancement initiatives.
  • Ensure service delivery processes and procedures are robust, documented, and consistently followed to maintain high performance standards.
  • Proactively recommend and drive improvements to both internal services and client environments, leveraging insights from service reviews and data.
  • Contribute to client ICT strategy and development roadmaps by understanding business needs and aligning services accordingly.
  • Identify opportunities for service enhancement, cost optimisation, and potential upselling of additional services.
  • Accountable for owning the renewal conversations in collaboration with Account Management
  • Collaborate effectively with cross-functional teams, including Account Management, Project Delivery, Consultancy, and Department Heads.
  • Lead and support internal service delivery initiatives, driving operational efficiency and positive change within the Service Delivery function.
We think you'll be successful in this role if you have some of the following
  • Proven experience working within a Microsoft Partner environment, with a strong understanding of partner/customer dynamics.
  • Previous Service Delivery/Customer Success experience with Enterprise level customers
  • Strong experience in managing client relationships, ensuring satisfaction and long-term engagement.
  • Skilled at managing both internal and external stakeholders, balancing needs and aligning expectations.
  • Experienced in escalation management, handling critical issues efficiently and professionally.
  • Excellent ability to organise, prioritise, and manage tasks in a fast-paced, multi-client environment.
  • Customer service-focused, with a drive to exceed expectations and build trust.
  • High emphasis on Continual Service Improvement (CSI), with a proactive mindset.
  • Demonstrated track record of enhancing service delivery and improving customer experience.
  • Strong problem-solving, communication, and attention to detail — essential soft skills for service leadership.
What we'll offer in return
In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey:
  • To work at a 3* World Class Best Company 
  • Flexibility over where you work with our Winning from Anywhere® approach 
  • 25 days holiday 
  • Home working allowance paid monthly 
  • Winning from Anywhere® allowance to help your set up at home 
  • 24/7 GP at hand 
  • Immediate 24/7 access to an Employee Assistance Programme 
  • We’ll support you when you’re not well with our Company sick pay scheme 
  • Private health insurance after a successful year’s service 
  • Enhanced parental pay and leave, supporting you with those precious life moments 
  • Access to the Perkbox platform to help make your money go further 
  • Cyclescheme 
  • Electric car scheme 
  • And many more! 
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About us
We do Microsoft Cloud and we're dedicated to delivering Transformation, Partnership, and Clarity.

But what truly differentiates us is our firm commitment to our culture. It's the foundation of our success, enabling us to attract and retain outstanding talent.

Our ethos is clear: we're here to be part of the solution, not the problem. Ethics and integrity are the driving forces behind everything we do at Transparity. We recognise our role as a business and have aligned ourselves with the UN Sustainability Goals, striving to create a better and more sustainable future for all. From environmental sustainability to fostering diversity, promoting digital skills, supporting apprenticeships, driving innovation, and giving back to our community, we're dedicated to making a positive impact.

And we're proud to say we're a carbon-neutral organisation.

As the leading Microsoft partner in the UK, we boast an unparalleled understanding of Microsoft's Cloud solutions. With 6 Microsoft Partner Solution Designations, 16 Advanced Specialisations, a team of 200 onshore Microsoft Experts, Azure Expert MSP status, inclusion in the MISA inner circle, and MXDR certification for our 24x7 SOC, we're equipped to drive digital transformation outcomes on the world's most trusted and comprehensive cloud platform.

Do you want to join our journey? Are you our next member of #TeamTransparity?

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Customer Relationship ManagementEscalation ManagementBusiness Process ImprovementService ManagementPerformance ManagementAnalyticsOperational EfficiencyStakeholder CommunicationsCustomer Success ManagementBusiness DevelopmentCustomer Engagement

Other Skills

  • Organizational Skills
  • Detail Oriented
  • Communication
  • Problem Solving
Are you interested?

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