Role Description

Service Delivery Manager at IT Lab, Woking

Company Background

IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics. 

We are a dynamic and fast growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work. 

Following the completion of a significant equity investment in June 2016, our strategy is to continue to deliver significant growth, both organically and through acquisition, evolving our proposition and positioning to reach a broader target audience.


The Role

As a Service Delivery Manager within our Support Services team, you will be responsible for managing the day-to-day relationship with some of our key clients to ensure a high level of service is consistently delivered. This role is intended to grow revenue through increased customer satisfaction, adding value in the form of expertise as well as driving service improvement initiatives continuously.


Duties and Responsibilities:

Client Relations and Service Development:

  • Assist with the Service Level Agreements in line with the current service line aspirations
  • Develop and maintain close working relationships with customer representatives
  • Oversee day-to-day operations to ensure contractual commitments are met
  • Contribute to planning the overall client relationship strategy, concentrating on cost reduction and service improvement
  • SLA Implementation/Performance Reporting:
  • Produce management reports for clients and internal management and lead service review meetings
  • Provide analysis, feedback and actions based on trends, root cause analysis and other reports
  • Fully document Service Management activities with demonstrative reporting, review minutes and appropriate authorisations for audit purposes
  • Ensure effective, timely and accurate communications
  • Work closely with Account Manager, Technical Account Manager and Director where applicable regarding the day to day running of the account, acting as the primary point of escalation for major service issues, changes and projects delivered.

SLA Implementation/Performance Reporting:
  • Produce management reports for clients and internal management and lead service review meetings
  • Provide analysis, feedback and actions based on trends, root cause analysis and other reports
  • Fully document Service Management activities with demonstrative reporting, review minutes and appropriate authorisations for audit purposes
  • Ensure effective, timely and accurate communications
  • Work closely with Account Manager, Technical Account Manager and Director where applicable regarding the day to day running of the account, acting as the primary point of escalation for major service issues, changes and projects delivered.

Background, Experience and Skills

This role would be ideal for an ambitious and experienced Service Delivery Manager within the technology services sector who is seeking a new and exciting challenge within a forward leaning technology company and is willing to participate in an exciting journey.

The successful candidate should have: 

  • Proven experience in the delivery of customer services to expected service levels  
  • Be a natural organizer and process driven 
  •  ITIL v3 certified
  •  Exceptional communication skills – both written and verbal (professional phone manner and ability to match the customer’s style/level of communication and ability to write professionally and document knowledge clearly and concisely)
  • Above average MS Excel/reporting package experience 
  •  An appreciation for understanding how to deliver against service expectations 
  •  Shows initiative at every level 
  •  Calm but positive and responsive under pressure 


Package and Logistics

  • Package  (dependent on experience)
  •  Would be required to spend 3 to 4 days per week working at some of our client sites in Woking and 1 to 2 days per week at IT Lab London office
  •  IT Lab Office located in Russell Square - great central London location
  • 22 days’ annual leave
  •  Pension, healthcare, discounted gym membership (a whole array of benefits)
  •  40 hours a week during standard business hours (Monday – Friday, 9am – 6pm)
  •  Continual professional development plans 
  •  Excellent benefits such as free breakfasts, pre-pay day pizza, on site massage days and loads of social activities!


Good luck and please bear in mind we receive a very high number of applications; we will endeavor to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.