Service Delivery Manager

Role: Service Delivery Manager Location: Remote (UK) Salary: £50,000 Industry: Technology GroupWe''re a fast-growing group built by acquiring some of the UK''s best regional IT managed service providers. As we bring more businesses into the group, we need one person to make sure every client gets the same reliable, proactive service, whichever business they first joined.This is a build role, not a maintenance one. There''s currently no single, group-wide way of running service delivery, no shared service review format, no common escalation route, no group-wide view of client satisfaction. You''ll create all of it, starting across our existing client base and rolling it out to every business we acquire next.What you''ll be doing Mapping how service delivery works today and defining one group standard for escalations, service reviews and client updates Setting up client satisfaction (CSAT) measurement from scratch Owning major escalations through to resolution Setting up service KPIs (response and fix times) and reporting against them Leading service reviews with key clients, focused on outcomes rather than tickets Working with technical teams to turn recurring issues into permanent fixesWhat we''re looking for Proven service delivery management experience in an IT managed service provider (or similar) A track record of improving client satisfaction and cutting repeat issues Confidence running client service reviews and holding internal teams to account Comfortable with ..... full job details .....