Senior Service Delivery Manager

Who are we?

Telana are experts in applied innovation, focused on delivering business outcomes through AI, data, software development, and cloud engineering expertise. Formed by the combination of Ancoris and Sundown Solutions, together we leverage our problem solving skills and end-to-end capabilities to help you create better digital experiences for your customers and employees.

As a top-tier partner of Google Cloud and Microsoft, the market leaders for AI, Data, and Cloud, we partner with some of the world’s biggest brands and government organisations to attract new customers, drive efficiency, improve experiences, and identify future opportunities for growth. We have received impressive external recognition for its innovative offerings, best-in-class capabilities, and tangible impact for customers across various industries. Ancoris was recognized as a Leader for Data, Analytics, and Machine Learning in the ISG Provider™ Lens for Google Cloud Partner Ecosystem in 2024, and a Rising Star in 2022 and 2023. Sundown is accredited as an Azure Expert MSP provider. Ancoris was also awarded Google Cloud’s 2024 EMEA Public Sector Partner of the Year award. 

What will your role be? 

We are seeking a Senior Service Delivery Manager to join our Managed Services Team. In this role, you will be responsible for being the focal point of Service Delivery to a select number of key Managed Services clients.

As a Senior SDM you will act as the bridge between our clients complex cloud ecosystems and their high-level business outcomes. Your role will be to be primary contact and trusted advisor for clients whilst being the internal Subject Matter Expert to aid the alignment of our services to their business strategy.

You will own the lifecycle of our most strategic enterprise accounts, ensuring that Azure environments are not only stable but continuously evolving to meet client goals. This role requires a sophisticated balance: you will need enough technical "altitude" to understand Azure Resource Utilisation data or the principles of DevOps pipelines, but your true aptitude will be in executive-level communication, relationship building, and operational excellence.

You will be required to travel to customer sites which are predominantly located in the South East and Central London to meet with clients. 

The ideal candidate is a self-starting problem-solver with expertise in the Microsoft ecosystem and a great customer service approach. You will be the primary point of contact for our clients, taking full ownership of support tickets from creation to completion. You must be comfortable managing a varied workload, resolving straightforward requests efficiently while also having the technical depth to investigate and solve challenging problems independently.

What will you be doing?

• Serve as the primary point of contact and "Trusted Advisor" for a portfolio of key strategic clients.
• Provide key Service Management activities to clients including Monthly Service Reviews, Quarterly Business Reviews and Annual Reviews.
• Coordinate with the wider Managed Services team including the Service Desk, Cloud Engineers and the Professional Services organisation to address client requirements.
• Lead the Service Transition phase for new enterprise clients, ensuring a seamless "handshake" from Sales/Project teams into Business-as-Usual (BAU) support.
• Establish Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) that reflect the specific needs of new environments.
• Act as the "Center of Excellence" for the wider SDM team, mentoring junior staff and defining what "best-in-class" delivery looks like.
• Help drive ITIL-aligned processes (Incident, Change, and Problem Management) specifically tailored for an Microsoft-first environment.
• Maintain a baseline understanding of Azure services (e.g., Governance, Landing Zones, Azure Policy) to credibly translate technical risks into business impact.
• Monitor service performance trends and proactively suggest architectural improvements to the technical teams.
• Maintain clear and concise documentation related to the clients.
• Contribute to our internal knowledge base  and knowledge transfer to improve team efficiency.
• Work with internal and external stakeholders to populate, manage and drive forward  client-centric technical issues.
• Work with internal and external stakeholders to populate, manage and drive forward a client-centric continual service improvement plan.

This may be you:

• Proven experience (5+ years) in Service Delivery Management roles in a Managed Services Provider, demonstrating strong capabilities in the management of strategic clients. Experience within an Azure Managed Service Provider (MSP) is highly desirable.
• Strong, hands-on experience in strategic Service Delivery to enterprise clients with high levels of compliance and regulation.
• Exceptional "C-Suite" presence supported by excellent soft-skills including active listening and communication skills. 
• Team management and mentoring skills.
• Excellent written and verbal communication skills, with an ability to explain technical concepts to non-technical users.
• A structured and organised approach reinforced by ITIL 4 expertise.
• Strong commercial acumen with an ability to support customer budgeting and identify account growth opportunities.
• Demonstrable ability to work independently, manage client service delivery, and take ownership of activities.
• Excellent written and verbal communication skills, with an ability to explain technical concepts to non-technical users.
• Security Clearance is required for this role. You must have existing clearance, or the ability to obtain clearance which requires a minimum of 5 years UK residency.

There are many roads leading up to being a Senior Service Delivery Manager. Not sure you meet 100% of our qualifications? Have an untraditional background? Our team is already a mix of self-taught and formally educated people. Don’t self-select out!

What we offer you:

• You will be a part of a skilled, inspiring, and supportive team, and work in an environment that encourages long term personal growth.
• Flexible, and trust-based work environment with a healthy work life balance.
• Our people come first. That’s why you’ll have access to private medical insurance, employee assistance programmes, group life assurance, income protection and access to a market leading benefits platform.
• Learning & development. We will support you in your growth journey and cover the costs of your role-based certifications.
• We have first hand experience that diversity encourages creativity and innovation and makes us better placed to understand a wider range of customers' needs. This means that whatever your background, you won’t find a more welcoming place to work.
• We have family friendly policies and encourage a work-life balance, including flexible working options in roles which permit it.