Service Delivery Manager

Service Delivery Manager

Salary: competitive depending upon experience + benefits

Where the job is based: hybrid (home-based & working with Kerv Digital office/customer site visits as required) UK HQ, Seven House, 18 High Street, Longbridge, B31 2UQ

Who we are:

Dive into a world where technology meets innovation. At Kerv Digital, we're not just another tech company. We’re the problem solvers, the magicians who transform complex challenges into seamless digital experiences. Utilising a powerful blend of Power Platform, DevOps, Data experiences, and Software Engineering, we create business solutions that truly resonate with our clients while driving extreme value!

With our roots planted in Birmingham and branches spreading across the globe from London to Bangalore, we're a proud member of the Kerv Group - a dynamic £112m revenue technology consultancy leader with a dedicated team of over 700 professionals, partnering with 800+ sector leaders.

People come first always.  We are incredibly proud of our unparalleled work culture. Not just words on paper, we wear our "Great Place to Work" certifications from the UK and India like badges of honour. Immerse yourself in an ocean of opportunities in an atmosphere that celebrates collaboration. Sharpen your prowess with a global multi-discipline team and be guided by the industry's most forward-thinking leaders.

The role / Who we are looking for:

This role is responsible for providing allocated Managed Services clients with an effective, efficient, and valued relationship with Kerv. The Service Delivery Manager will ensure that opportunities, risks, and service-related issues are communicated clearly, while acting as a point of escalation for allocated clients.

They will also contribute to the strategy, governance, and ongoing development of Managed Services for those clients.

• Management of Continual Service Improvement of Managed Services and future developments
• Maintain a strong working relationship with allocated clients
• Knowledge of client changing business needs / requirements and solution footprint and refer opportunities to relevant Account Directors / Sales leads
• Demand forecasting on Managed Services.
• Client Change Management
• Ensuring Managed Services are delivering both to contractual obligations and client satisfaction
• Production, communication and maintenance of the Service Delivery Plan
• Service reporting and client reviews
• Internal projects / workstreams e.g. Process Ownership / CSI
• Act as an escalation point for both the client and Managed Services teams
• Manage and co-ordinate urgent and complicated support issues
• Where needed, provide additional support to Project and Managed Service support teams to ensure exceptional service is provided
• Proactively advising licence renewal/contract and call off information
• Participate in improvement to our ITIL based framework for good practice managed services operation
• Identify risks and mitigate or communicate as necessary
• Always represent Kerv in a professional and positive manner

Skills & Experience:

• Demonstrable experience in a Service Delivery role, ideally within a managed services or technology environment
• Strong understanding of ITIL principles and good practice
• Experience working with clients, third-party suppliers, and internal delivery teams to ensure high-quality service outcomes
• Ability to coordinate technical and functional resources to support client satisfaction, service performance, and commercial objectives
• Knowledge of Microsoft Dynamics 365 and broad experience using modern office technology

Personal attributes:

• Clear and confident communicator, with strong written communication skills and a professional telephone manner
• Highly organised, with the ability to prioritise workload effectively and manage competing demands
• Proactive and solutions-focused, with a positive approach to problem solving and continuous improvement
• Collaborative and relationship-driven, with the ability to build trust with clients, colleagues, and delivery teams

Professional attributes:

• Confident applying ITIL-aligned service management practices to support effective managed services delivery
• Working knowledge of DevOps principles and service management tools such as ServiceNow
• Knowledge of Microsoft Dynamics 365 to support service discussions with clients

We are also looking for people that fit how we work, which is something like; 

• happiest working under their own direction, but fully supported when needed 
• an obvious attention to detail, we want you to obsess about the little things!
• an escalation handler, able to achieve win-win outcomes by utilising the skills across the team
• ability to work effectively with remote teams in India
• ability to work flexibly to deliver on-time to tight timescales 

What we can do for you:

We’re a transparent, honest and fiercely equal employer that believes completely in providing the best possible work experience for our employees:  

Real Flexibility – A healthy approach for most of our teams seems to be splitting three ways between home, customer sites and the office. 

Awesome Environment – all of our employees will tell you that we foster an easy going environment, are experts at what we do and care deeply about what we work on, and the company was started specifically to find a way for people to take more enjoyment from their work. 

Interesting Work – these days most of our customers are household names and many of our projects have an important impact on the world around us. The kind of things we do regularly include working with not-for-profits to transform how they leverage technology, working with public bodies to shape digital services and working with top tier private entities to bring genuinely new and meaningful products and services to market. 

Great Benefits – all the usual suspects and then some. Some highlights include our choose-your-own tech approach to end-user devices, well stocked cupboards with tasty goodies (we’re a food first company too), excellent professional development support including frequent in-house training for tech. you can’t get trained on anywhere else and private healthcare. Full disclosure; some benefits can only be provided after probation.

Recognition & Growth – Recognized as a 'Great Place to Work' in both the UK and India, our commitment to excellence goes beyond our products and services. Our culture is a testament to the dedicated technologists who work tirelessly to drive our vision forward. Being a part of Kerv Digital means embracing a culture of innovation, collaboration, and mutual respect. Our teams in the UK and India thrive in an atmosphere that promotes continuous learning and growth.

Join us at Kerv Digital, where we don’t just build ground breaking technology - we build future.

Don’t take our word for it though, check out our impartial Glass Door review

Kerv values:

• 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.

You will live the Kerv values…

• 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.