Description
About Kerv Connect Cloud
Kerv Connected Cloud is the networking, security and Azure Cloud practice of the Kerv Group. We support digital transformation initiatives with secure, automated and simple to manage solutions for the data centre, branch office and cloud.
We provide our customers with the answers to real-world business challenges through the effective and considered deployment of technology and its supporting processes.
Our services and solutions portfolio focusing on network and security technologies, transforming the data centre and branch architecture to better support the demands of digital transformation.
The Role
The Service Delivery Manager (SDM) is the primary customer advocate and operational interface for a portfolio of strategic large enterprise clients. This role ensures contracted services are delivered to agreed service levels, drives continuous improvement, and acts as a trusted partner to the customer—aligning services to their evolving business needs.
Key Responsibilities
- Act as the primary point of contact for operational service matters, representing the customer within the organisation.
- Build and maintain strong senior stakeholder relationships within assigned accounts, fostering trust and transparency.
- Lead regular service reviews (e.g., monthly, quarterly) with customer and internal stakeholders, presenting performance, incidents, and improvement initiatives.
- Monitor service performance against contractual SLAs, KPIs, and OLAs, taking corrective action where required.
- Manage escalations effectively, ensuring root cause is addressed and preventive measures are implemented.
- Produce and deliver performance reports, including analysis of trends and identification of service risks.
- Identify and drive service improvement plans to enhance quality, efficiency, and customer satisfaction.
- Proactively suggest innovations, technology updates, or process enhancements aligned to customer strategy.
- Oversee major incident communications and post-incident reviews with customers.
- Work with problem management teams to identify recurring issues and develop resolution plans.
- Support change management processes to minimise service impact and ensure successful outcomes.
- Understand contractual commitments, scope, and boundaries of the service, ensuring compliance.
- Identify opportunities for service growth or up-sell in collaboration with account management teams.
- Assist in the renewal and renegotiation of service contracts where applicable.
Skills & Experience Required
Essential:
- Proven experience as a Service Delivery Manager within a Tier-1 service provider, telco, or managed services environment.
- Track record of managing services for large enterprise or public sector customers.
- Strong knowledge of ITIL service management processes (ITILv4 Foundation minimum).
- Excellent stakeholder management and relationship-building skills, including experience engaging at C-level.
- Proven ability to interpret and present technical data in a clear, business-oriented manner.
- Strong organisational skills, with the ability to manage multiple priorities in high-pressure environments.
- Familiarity with telecoms, networking, cloud, or security managed services.
- Experience producing and delivering service review reports to senior audiences.
Desirable:
- ITIL Intermediate or Expert certification.
- Experience working in a multi-vendor or complex supply chain environment.
Key Competencies
- Customer Focus – Puts the customer at the centre of decision-making.
- Accountability – Takes ownership for outcomes and drives resolution.
- Communication – Clear, concise, and adaptable to audience.
- Analytical Thinking – Uses data and trends to inform decision-making.
- Collaboration – Works effectively across departments and with partners.
Performance Indicators
- SLA and KPI compliance rates.
- Customer satisfaction (CSAT/NPS) scores.
- Number and success of service improvement initiatives delivered.
- Reduction in repeat incidents or chronic issues.
- Positive feedback from internal and external stakeholders.
You will live the Kerv values…
- Think Customer First
- Team is everything
- Spread good vibes
- Build future
- Do the right thing
At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.
Similar jobs
Est. 90,000 GBP
About Kerv Connect Cloud Kerv is a purpose‑led UK cloud and digital services organisation supporting mid‑market and enterprise customers to design, deliver, and operate technology platforms that enable meaningful busines…
Est. 65,000 GBP
Please note: This is a hybrid working role which will require to attend an office based in Central London twice a week. About Kerv Connect Cloud You’ll be part of the Network Support & Engineering team in Kerv Connec…
Est. 55,000 GBP
Please note: This is a hybrid working role which will require to attend an office based in Northallerton (DL6 postcode) 2-3 times a week. About Kerv Connect Cloud Kerv Connected Cloud is the networking, security and Azur…
Est. 85,000 GBP
Head of Marketing – Connected Cloud Salary: Competitive depending on experience, plus bonus and benefits Location: Hybrid, with an expectation of two days a week in the office (London or Longbridge) About Kerv Connect Cl…
Senior Software Engineer - Full Stack Experience: 4+ years Where the job is based: Stellenbosch, South Africa This role demands flexibility to work during UK hours Who we are: Dive into a world where technology meets inn…
Est. 55,000 GBP
About Us Launched in July 2020, Kerv is a next-generation ‘customer-first, cloud-first’ AI provider, created to help customers achieve successful business outcomes in a new digital era. We are undergoing an exciting peri…
Est. 80,000 GBP
Sales Consultant, Public Sector Salary: competitive depending upon experience + benefits Where the job is based: hybrid (home-based & working with Kerv Digital office/customer site visits as required) UK HQ, Seven Ho…
Senior Power Platform Developer Where the job is based: Stellenbosch, South Africa This role demands flexibility to work during UK hours Who we are: Dive into a world where technology meets innovation. At Kerv Digital, w…
Est. 30,000 GBP
About Kerv At Kerv we harness the power of technology for the good of our people, our customers, our society and our planet. Technology is the enabler; impact is how we judge success. As a certified B Corp and Great Plac…
Est. 95,000 USD
Please note: The successful candidate will have to work US East Coast hours. Overview of Job Function The Engineering team is seeking an experienced and highly reliable engineer to join a high-performance environment sup…
Est. 65,000 GBP
Managed Service Optimisation Delivery Manager About HSO: HSO is a global Microsoft solutions partner delivering consistent, cost-effective implementations through a unified methodology and providing world-class, 24/7 pro…
Est. 85,000 USD
About Kaseya Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organ…
Est. 55,000 GBP
ABOUT KERV At Kerv we harness the power of technology for the good of our people, our customers, our society and our planet. Technology is the enabler; impact is how we judge success. As a certified B Corp and Great Plac…
Est. 55,000 EUR
About Kaseya Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organ…
About Kaseya Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organ…
Who we are DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, a…
Est. 60,000 EUR
About Kaseya Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organ…
Est. 80,000 SEK
About Keyfactor Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world's largest enterprises and government agencies…
Who we are DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, a…
Est. 60,000 GBP
About Kaseya Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organ…
Who we are DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, a…
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-…
Est. 55,000 GBP
Overview Due to internal promotions, we’re looking for an IT Service Desk Team Lead to join our End-User Services department. This is a hands-on leadership role where you’ll play a key part in shaping the day-to-day IT s…
Est. 65,000 GBP
About Behavox Behavox is a cloud-native AI company providing an integrated controls platform for global banks, asset managers, hedge funds, private equity firms, insurance businesses, and commodity firms. The platform un…
Est. 80,000 GBP
WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and e…
Est. 60,000 EUR
About Kaseya Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organ…
Est. 85,000 USD
About Kaseya Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organ…
About impact.com impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer jou…
Est. 65,000 EUR
Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-…
dunnhumby is the global leader in Customer Data Science, partnering with the world’s most ambitious retailers and brands to put the customer at the heart of every decision. We combine deep insight, advanced technology, a…