Service Delivery Manager

Please note:
this role will require travel to Customer Site(s), attending London HQ & Homeworking

About Kerv Connect

Kerv Connect is the networking and security practice of the Kerv Group. We help customers deliver digital transformation through secure, automated, and easy-to-manage solutions across the data centre, branch, and cloud. Our services focus on solving real-world business challenges by deploying advanced network and security technologies.

The Role

The Service Delivery Manager (SDM) is the primary customer advocate and operational interface for a portfolio of strategic large enterprise clients. This role ensures contracted services are delivered to agreed service levels, drives continuous improvement, and acts as a trusted partner to the customer—aligning services to their evolving business needs.

Key Responsibilities

• Act as the primary point of contact for operational service matters, representing the customer within the organisation.
• Build and maintain strong senior stakeholder relationships within assigned accounts, fostering trust and transparency.
• Lead regular service reviews (e.g., monthly, quarterly) with customer and internal stakeholders, presenting performance, incidents, and improvement initiatives.
• Monitor service performance against contractual SLAs, KPIs, and OLAs, taking corrective action where required.
• Manage escalations effectively, ensuring root cause is addressed and preventive measures are implemented.
• Produce and deliver performance reports, including analysis of trends and identification of service risks.
• Identify and drive service improvement plans to enhance quality, efficiency, and customer satisfaction.
• Proactively suggest innovations, technology updates, or process enhancements aligned to customer strategy.
• Oversee major incident communications and post-incident reviews with customers.
• Work with problem management teams to identify recurring issues and develop resolution plans.
• Support change management processes to minimise service impact and ensure successful outcomes.
• Understand contractual commitments, scope, and boundaries of the service, ensuring compliance.
• Identify opportunities for service growth or up-sell in collaboration with account management teams.
• Assist in the renewal and renegotiation of service contracts where applicable.

Skills & Experience Required

Essential:

• Proven experience as a Service Delivery Manager within a Tier-1 service provider, telco, or managed services environment.
• Track record of managing services for large enterprise or public sector customers. £5-7M ACV.
• Strong knowledge of ITIL service management processes (ITILv4 Foundation minimum).
• Excellent stakeholder management and relationship-building skills, including experience engaging at C-level.
• Proven ability to interpret and present technical data in a clear, business-oriented manner.
• Strong organisational skills, with the ability to manage multiple priorities in high-pressure environments.
• Familiarity with telecoms, networking, cloud, or security managed services.
• Experience producing and delivering service review reports to senior audiences.

Desirable:

• ITIL Intermediate or Expert certification.
• Experience working in a multi-vendor or complex supply chain environment.

Key Competencies

• Customer Focus – Puts the customer at the centre of decision-making.
• Accountability – Takes ownership for outcomes and drives resolution.
• Communication – Clear, concise, and adaptable to audience.
• Analytical Thinking – Uses data and trends to inform decision-making.
• Collaboration – Works effectively across departments and with partners.

Performance Indicators

• SLA and KPI compliance rates.
• Customer satisfaction (CSAT/NPS) scores.
• Number and success of service improvement initiatives delivered.
• Reduction in repeat incidents or chronic issues.
• Positive feedback from internal and external stakeholders.

What We Offer

• Private medical insurance
• Pension scheme
• 25 days annual leave
• Personal benefits scheme
• Training and development opportunities
• Supportive team culture focused on innovation and career growth

Ready to launch your career in network and security?

Apply now to join a team that values your curiosity, supports your development, and empowers you to make a real impact.

• Think Customer First
• Team is everything
• Spread good vibes
• Build future
• Do the right thing

At Kerv, we're building something special and we're building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.