Service Delivery Manager

M247 Manchester United Kingdom Customer Service & Operations Hybrid
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Company Description

Location: Manchester, M15 5RL

Working Style: 4 days per week in the office

Contract: Permanent

Hours: Mon-Fri

Salary: £50,000 - £55,000 basic + benefits

About M247

We’re so proud of the people and team at M247; our success and growth are a real joint effort. The key to our amazing team is simple – we focus on recruiting the best person for the job. We then create opportunities and equip you with the skills you need to build a successful career.

Our vision is for M247 to be the digital growth and innovation partner of choice. Underpinned by our heritage in connectivity and unified communications (UC) and advanced by our passion for cloud and application-based innovation, we enable our customers to grow and compete in the digital era.

Every single person at M247 has a part to play in our future success, so we look forward to your application and hopefully welcoming you into our team!


The role

The Service Delivery Manager role is pivotal to achieving M247’s strategic objective to differentiate through exceptional customer experience. Working closely with the Sales, Sales Engineers and Operational teams to foster strong successful relationships with key customers.

Our ideal candidate will come from an MSP/ISP background with proven experience of managing customer accounts focusing on the technical and service aspect alongside the sales account manager.

  • Understands who the key stakeholders (decision makers) are within a customer’s organisation and builds strong relationships with them.
  • Collaborates with Sales, Sales Engineers and Operational teams during the service design of a new or changed solution to leverage their unique understanding of the customer.
  • Advocates the customer within M247 by escalating internally where expected standards are not being met.
  • Translates the customer’s feedback into a Service Improvement action plan and co-ordinates delivery of this.
  • Completes Service Performance Reviews with customers, providing reporting on KPIs and insight into the results that leads to action.
  • Utilises tools and unique understanding of the customer to undertake capacity planning for the customer’s requirements, leading to up-sell and cross-sell opportunities.
  • Work with Customer Experience and Success functions to maintain high performance levels for service-related processes and implement improvement activities where necessary.
  • Work with Major incident management, to coordinate with resolution parties, and establish effective communication between stakeholders during major incidents and for post-incident reviews.


Key Personal Skills:

  • Experience of building and maintaining exceptional customer and supplier relationships.
  • Excellent stakeholder management skills.
  • Self-starter with the ability to take the initiative/readiness to demonstrate a proactive attitude.
  • Strong verbal and written communication skills as well as analytical problem-solving skills.
  • Ability to manage and prioritize tasks efficiently.
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.

Key Technical Skills:

  • Proven track record in a Service Management/Service Delivery role.
  • Past roles working within a Managed Service Provider preferred.
  • ITIL Certified (Foundation minimum).

Other information

Your package and perks

In recognition of your hard work, you’ll be entitled to 25 days holiday + bank holidays with purchasing scheme available, Healthcare Cash Plan and PERKS, Company Life Assurance, 3% company Pension contribution, Enhanced Paternal Leave, Employee Assistance Programme, a challenging and learning focused work environment, plus more.

All applicants, regardless of gender, ethnic background, sexual orientation, age, religion, socio-economic status, or any other factor will be treated equally and fairly in the application process.