Service Delivery Manager

ABOUT NEXTSTEP

NextStep is an AI-powered career platform designed to support top consulting talent through career transitions. Our platform uses smart matching technology to pair consultants with high-potential opportunities, helping companies access world-class talent. On behalf of a client in our partner network, we're looking for a Service Delivery Manager in London.

ABOUT THE COMPANY

Our client is a leading managed services provider based in London, delivering technology infrastructure, cyber security, and cloud services to enterprise clients across financial services, professional services, and public sector organisations. They manage long-term contracts with demanding clients, operate to strict SLAs, and have built a reputation for delivery quality that sets them apart in a competitive market. The business is growing its enterprise client base and strengthening the service delivery function to match.

THE ROLE

As Service Delivery Manager, you will be the primary point of accountability for a defined portfolio of enterprise clients, ensuring services are delivered to contract, relationships are strong, and issues are resolved before they become problems. You will work closely with technical teams, account managers, and senior client stakeholders to maintain and improve delivery quality. This is a client-facing, operationally complex role that requires both rigour and relationship skills in equal measure.

WHAT YOU'LL DO

• Own end-to-end service delivery for a portfolio of enterprise clients, maintaining accountability for SLA performance, incident resolution, and service quality.

• Build and manage strong relationships with senior client stakeholders, serving as the trusted escalation point and strategic service contact.

• Lead regular service reviews with clients, presenting performance data, improvement plans, and upcoming changes in a clear and credible way.

• Coordinate with internal technical and operations teams to ensure service commitments are met and issues are resolved efficiently.

• Identify and manage service risks proactively, developing mitigation plans before they affect clients or contracts.

• Contribute to contract renewals and expansions by demonstrating delivery value and identifying opportunities to deepen the client relationship.

• Drive continuous improvement within the service delivery function, contributing to process and tooling enhancements across the team.

WHAT WE'RE LOOKING FOR

• 5+ years of experience in service delivery, client services, or operations management, with a background that includes consulting or a client-facing advisory role.

• Strong understanding of managed services, technology infrastructure, or IT service management (ITIL framework knowledge valued).

• Demonstrated ability to manage complex client relationships at a senior level with composure and credibility.

• Structured approach to problem-solving; able to manage incident escalations methodically while keeping clients informed and confident.

• Strong written and verbal communication skills with experience producing service reports, business reviews, and executive updates.

• Organised and detail-oriented; able to manage multiple client accounts simultaneously without dropping quality.

• Commercially aware, with an understanding of how service delivery quality connects to contract retention and growth.

COMPENSATION & BENEFITS

• Base salary of £80,000 - £100,000, determined based on experience and scope.

• Annual performance bonus reflective of client satisfaction and delivery outcomes.

• Additional benefits, including private health cover, pension, and leave entitlement, are included and detailed as part of the full offer package.

HOW TO APPLY

To be considered for this role, please create your profile at getnextstep.com https://getnextstep.com/candidate/landing?utm_medium=job-board&utm_source=job-board. Once your profile is complete, our matching system will evaluate your background against the role criteria and match you with the role if it's a strong fit. No cover letter required.

This role is listed by NextStep on behalf of our client. All applications are handled with confidentiality.