Service Delivery Manager

Overview

In this role you will own end-to-end service delivery for key managed service clients, driving outcomes and value delivery in alignment with customer business goals. You collaborate cross-functionally to improve service quality, manage risk and escalations, and lead reviews to provide insight-led recommendations. You act as a trusted partner, shaping continual service improvement and operating with a proactive, outcome-focused mindset. This position offers a hybrid work setup and the chance to impact customer trust and retention at scale within Bechtle’s service delivery practice.

Pay / Benefits

• Hybrid Working (3 days in / up to 2 days remote)
• Competitive salary
• Subsidised health care/medical benefits
• Annual leave 25-30 days + BH
• Top of the range technology in office and for home working
• Incentives (holidays, vouchers, lunches, spot prizes)

Responsibilities

• Own end-to-end service delivery across key managed service clients
• Build strong customer relationships and act as their advocate
• Drive service performance, SLA delivery, and continual improvement
• Lead service reviews (MSRs/QBRs) with insight-led recommendations
• Manage risk, escalations, and customer sentiment proactively
• Work cross-functionally to ensure accountability and delivery
• Take full ownership of service outcomes across multiple clients
• Strong understanding of IT service management within a managed services environment
• Translate operational data into meaningful insights and actions
• Collaborate with technical, commercial and leadership teams

Key requirements

• Proven Service Delivery experience within an MSP environment
• Strong understanding of ITIL, SLA/KPI management, and CSIPs
• Excellent communication and stakeholder management skills
• Commercial awareness with a focus on retention and value delivery
• Ability to lead through influence, take ownership, and act decisively

• Stakeholder management
• Clear communication
• Proactive and organised
• ITIL frameworks (Incident, Problem, Change, CSI)
• SLA/KPI management
• CSIPs

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