Service Delivery Manager
The Service Delivery Manager oversees day-to-day customer service operations, ensuring SLA compliance and driving continual service improvement through ITIL processes. The role involves collaborating with internal teams and stakeholders to manage IT service delivery, incident escalation, and project transitions.
- Compensation
- Not disclosed
- Location
- Holly Park Mills, Woodhall Rd, Leeds, United Kingdom
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Contract
- Experience
- 5+ years
- Category
- Project management
- Posted
Skills
Must have
- Bachelor's degree or at least 5 years of experience in managing large scale IT maintenance-related projects or service management
- Significant experience with ITIL framework
- Project management experience
- Experience in c-suite level stakeholder management
- Good understanding of M365 and associated licensing models
- Strong analytical problem-solving skills
- Confident communication
Nice to have
- ITIL v4 Foundation or higher
- Prince2 or Agile Foundation
Full description
About Zenzero
Zenzero is one of the UK's fastest-growing technology companies. Named a Top 8 Technology Company at the British Business Awards 2026, recognised by Deloitte as a Best Managed Company, and featured in the Sunday Times Hundred (an annual ranking of the UK's fastest-growing private companies) in both 2025 and 2026, we hold Microsoft Solutions Partner status across all six designations, putting us in the top tier of UK Microsoft partners. The accolades reflect something real: a business that is scaling fast, executing well, and building something that lasts.
We're on a mission to make technology genuinely work for mid-market businesses, covering managed IT, cyber security, cloud, and AI solutions that actually move the needle. The demand is growing, and so are we.
We're also a certified B Corp and Scale Up Award winner. That combination matters to us: high growth and high standards aren't in conflict here. Fast growth, high standards, real impact. If that sounds like your kind of place, keep reading.
About this role
In this role you will be responsible for the day-to-day management of your customer’s service operations and delivery. Ensuring process efficiencies are realised through continual service improvement and standardising best practice across the customer experience will be paramount to success in this role. You will work closely with the Account Manager and Service Desk Team leads to ensure that SLAs and contractual commitments are met, and any Service Improvement initiatives are delivered in a timely manner.
Responsibilities
- Manage SLA and tracking of service obligations and overall performance for your customers in accordance with the contract
- Work closely with Service Desk and other delivery teams to ensure positive outcomes for your customers
- Provide detailed analysis based on Service Reporting to identify ticket patterns and any changes to service
- Oversee and execute core ITIL processes for your customers (Major Incident Management, Problem Management, Change Management)
- Maintain and lead IT service reviews with customers and internal stakeholders
- Continually review the service to ensure it meets the customer needs and evolves with Zenzero best practices
- Act as a key point of contact for project teams for transition into service and services acceptance
- Manage the escalation of service incidents and requests, taking ownership to achieve a timely resolution where required.
- Actively communicate with other departments and functions about the IT services, providing detail on any future projects or transformation activities required for your customers.
Requirements
- Requires a relevant bachelor's degree or/at least 5 years of experience in managing large scale IT maintenance-related projects or in an existing service management function