Service Delivery Manager

Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling. Job Summary The Service Delivery Manager acts as point of contact for key customers, engaging with customers to ensure that SLA’s are met, they will be responsible for overseeing change management, coordinating CAB meetings, and ensuring ITIL principles are followed to ensure seamless service transactions. They monitor performance track KPI’s and provide detailed reports on SLA adherence, service quality and IT Strategy alignment. Key Accountabilities Client Relationship & Engagement * Maintain strong relationships with clients, ensuring service expectations are met and addressing any concerns promptly. * Maintain regular touchpoints with SLT within key customers. * Conduct site visits as needed to strengthen client relationships. Service Quality & Improvement * Oversee service quality, ensuring alignment with established standards and high customer satisfaction. * Own the CSAT policy and reporting to measure and improve client satisfaction. * Ensure all service delivery aligns with ITIL principles. * Identify opportunities for process enhancements, efficiency gains, and cost reductions. Change & Incident Management * Oversee and manage the change process, ensuring minimal disruption to services. * Lead Change Advisory Board (CAB) meetings, ensuring thorough review and approval of changes. * Manage major incidents, including priority one escalations, ensuring swift resolution and minimal impact on operations. * Address recurring incidents by implementing permanent solutions. Performance Monitoring & Reporting * Monitor service team performance, tracking key performance indicators (KPIs) to ensure effective service delivery. * Provide detailed SLA reports and conduct service performance reviews. * Assess performance quarterly and align IT strategy with business objectives. * Analyse trends and recommend service delivery improvements. Operational & Service Delivery Planning * Ensure support services are delivered effectively, and infrastructure remains available during core operational hours. * Adhere to SLAs and ensure service delivery aligns with EVOLVE’s requirements. * Follow established procedures for problem handling and major incidents. * Assist in rolling out policies that enhance service provision. Skills & Competencies Strong ability to engage with clients, team members, and stakeholders effectively. Capability to analyse complex issues and develop effective solutions. Stay updated on ITIL best practices, service industry trends, and educational developments. Clearly communicate EVOLVE’s service requirements to internal teams and direct reports. About you: University degree or college diploma in the field of computer science or three years’ equivalent work experience. ​ Good knowledge of service and application delivery, as well as successful service level agreement accomplishments. ​ Understanding and preferable experience of ITIL processes and service delivery software is advantageous. ​ A very analytical mind, able to tackle a problem from different angles and make decisions quickly. ​ Strong communication and negotiation skills ​ Advantageous to have good understanding and experience of project management principles. ​ Good written and oral communication skills. ​ The ability to prioritise and execute tasks in a high-pressure environment and make sound decisions in emergency situations. ​ Ability to present ideas in business-friendly and user-friendly language. ​ Highly self-motivated and directed. ​ Proven analytical, evaluative, and problem-solving abilities. ​ Ability to effectively prioritise and execute tasks in a high-pressure environment. ​ Exceptional customer service orientation. ​ Extensive experience working in a team-oriented, collaborative environment. ​ Why Evolve? At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success. We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far. ​ Evolve is an Equal Opportunity Employer

Location: Swinley, GB

Posted Date: 6/6/2025