Job description


  • Entry level
  • No Education
  • Salary £50,000.00 - £60,000.00 gross per year
  • Cumbria


New and Exciting Opportunity
Senior Service Delivering Manager

Based in the Lake District
Macildowie have a new and exciting opportunity and are working in partnership with the UKs #1 independent provide of IT, communications and cloud. The business is a British owned company who are a leading independent unified communications provider, providing IT solutions operating throughout the UK.

Acting as the Customer advocate within the busines, the Senior Service Delivery Manager is responsible for the service relationship & smooth running of the onsite Operation. Accountable for actively driving improvement & the development of the service and responsible for Service Level Management, ensuring all contractual obligations are met. This role provides key leadership within a Major/strategic account or group of accounts. This role provides key


To ensure Client relationships are managed through regular communication and service review meetings
Oversees the production of reports against Service Level Agreements and ensures such agreements are reviewed on a regular basis for appropriateness to Client requirements and Daisy capabilities.
Ensure business objectives are achieved through the effective management of Service levels & KPI's
Oversees the monitoring & evaluation of the performance of the operational department against business targets to ensure that KPI & business goals are achieved
Works with Operations, Service Delivery, CSI Lead & Customers to identify and prioritise improvement opportunities
Building client confidence, identifying new or upgraded business opportunities and working cohesively with Account Management to pursue incremental growth
Identify changes to customer requirements and ensure appropriate Change Control notes to Contract are applied
Ensures assignment of an appropriate delivery lead for new service transition, to ensure continuity of service and successful on-boarding of new services
Provide an effective escalation point for key stakeholder's; both customer and internal.
Responsible for the operational P&L ensuring contract profitability and operational efficiency
Adopting and encouraging a CSI mentality throughout the business to Identify opportunities for increasing service value and/or cost reduction
Manage staff, ensuring that performance, behaviour and conduct targets are achieved
Create and sustain a positive team environment, displaying high levels of motivation and driving communication across the department
Promote a coaching culture, ensuring that development activity in support of business objectives is taking place across the operational department on a monthly basis, and coaching and 1-2-1 activity is completed and recorded correctly
To support any other reasonable management request


Customer Service orientated, demonstrates deep insight into their views & is able to articulate their perspective in an easy to understand manner
Constructively challenges the status quo seeking improved service, efficiency's & profitability
Can do attitude when working in a demanding and challenging environment, focused on changing & improving, leading & communicating
Relevant experience in IT Service Management and an excellent understanding of the ITIL Framework - Expert level preferable.
Ability to be Security Cleared


Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at

Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process. After applying for this role you'll be sent a request for your consent to hold your data on our systems. If you would like information on how we will process your data please go to our website and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.

  • coaching
  • customer service
  • recruitment
  • relationship