Service Delivery Manager
| Posting date: | 18 February 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 20 March 2026 |
| Location: | Manchester, M2 3AE |
| Company: | KPMG UK |
| Job type: | Permanent |
| Job reference: | 106621 |
Summary
Service Delivery Manager
As we continue to grow and strengthen our support and managed services offerings, we are seeking an experienced Service Delivery Manager to join our team.
Responsibilities:
- Provide end to end ownership of customer service contracts
- Work across our ITIL based services, like problem and incident management, to deliver customer outcomes
- Coordinate effort and liaise between nearshore and offshore teams
- Ensure that an excellent service is being consistently delivered, and end customers consistently receive the contracted services
- Ensure effective management and process controls are in place, and escalation is effective where necessary
- Act as a point of contact and escalation for contracted end customers
- Build services relationships with customers
- Track performance of services and prepare reporting on SLAs & KPIs
- Produce regular management reports for customers and attend review meetings
- Provide analysis, feedback and actions based on trends, root cause analysis and other reports
- Manage service improvement plans, inclusive of formalized creation and ownership with end customers
- Take an active involvement in recruitment and team retention
- Participate in offering improvements and creation
Requirements
- Minimum of 5 years’ service delivery management experience working within an IT Support/Managed Services environment - specifically in Microsoft Technology
- Good communication skills, with strong customer focus with the ability to operate at all contact levels including senior manager/director level
- Demonstrable problem-solving skills
- Strong commercial acumen, with the ability to identify and effectively communicate commercial opportunities and issues
- Organised and delivery focused, strong planning skills and process driven
- Superior time-management skills along with strong sense of urgency
- People orientated, with team lead qualities, with experience of influencing and impacting leadership communities at varying levels
- Able to work independently with minimal direction
- Experience in Microsoft Technology
- ITIL certified
Proud member of the Disability Confident employer scheme
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