Service Delivery Manager

About Kerv Connect Cloud

Kerv Connected Cloud is the networking, security and Azure Cloud practice of the Kerv Group. We support digital transformation initiatives with secure, automated and simple to manage solutions for the data centre, branch office and cloud.

We provide our customers with the answers to real-world business challenges through the effective and considered deployment of technology and its supporting processes.

Our services and solutions portfolio focusing on network and security technologies, transforming the data centre and branch architecture to better support the demands of digital transformation.

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.
• 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.