Who we're looking for The Service Delivery Manager will be responsible for overseeing and ensuring the successful delivery of contracted services across a diverse customer base. They will hold ownership and accountability for managing these services effectively. 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 & manage client relationships. Own & manage delivery of services against contracted service levels and performance, ensuring obligations are fulfilled & contractual compliance. Lead routine structured service reviews with customers, alongside production of monthly service reports. Provide analysis and recommendations for service and customer satisfaction improvements based on the service performance data (Trend analysis, monthly reporting etc). Manage & maintain Continual Service Improvement plans & RAID log documentation to progress service issues, improvement & risks. Ensure robust processes and procedures are maintained to ensure consistently high service performance. Proactively recommend improvements to our service and client environments via the service reviews. Contribute to customer ICT Strategy & development plans. Proactively identify service enhancement & upselling opportunities and reducing cost where appropriate for the customer. Work closely with all areas of the business; Account Management, Projects, Consultancy and Heads of Departments. Contribute and drive change across Service Delivery/Operational Teams. We think you'll be successful in this role if you have some of the following Experience managing client relationships Experience managing internal and external stakeholders Experience of escalation procedures & management Ability to manage, organise & prioritise tasks efficiently Highly focused on customer service High focus of continuous service improvements Excellent track record of improving service delivery & customer experience Soft skills: problem solving, communication & detail oriented 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 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, 13 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?