Service Delivery Manager – UC & MTR

Role Overview

• We’re looking for a Service Delivery Manager to take ownership of delivering high-quality Microsoft Teams Rooms (MTR) and Unified Communications (UC) managed services across a portfolio of customers.
• You’ll be accountable for ensuring services are delivered in line with contractual commitments, service levels, and customer expectations, while continually improving the experience and value customers receive from their collaboration environments.
• Acting as the voice of the customer within the business, you’ll build trusted relationships with key stakeholders, translate service performance into clear and meaningful insights, and work closely with engineering, service desk, vendors, and project teams to ensure smooth, consistent service delivery.
• This is a hands-on, customer-facing role suited to someone experienced in operational service delivery within UC, collaboration, or workplace technology environments, who thrives on accountability, clarity, and continuous improvement.

Requirements

· Own the customer relationship from a service perspective, building trust and ensuring services deliver what’s promised.

· Deliver regular service reviews, presenting performance insights, SLAs, and improvement plans in a way that’s clear and meaningful.

· Oversee service performance for assigned customers, ensuring delivery activities remain on track and aligned with expectations.

· Monitor and report on service performance, identifying trends, risks, and opportunities for continuous improvement.

· Manage escalations effectively, keeping customers updated, coordinating internal responses, and ensuring follow-through on root causes.

· Support onboarding and service transition for new customers or services, ensuring readiness and handover into BAU support.

· Provide customer-facing oversight for high‑priority incidents, coordinating with the Service Desk and engineering teams, supporting the Major Incident Manager where engaged, and ensuring appropriate communication and follow‑through for P1/P2 issues.

· Work closely with service desk, engineering, and project teams to align delivery activities and improve customer outcomes.

· Ensure service processes, reporting, and communication standards are followed consistently and improved where needed.

· Maintain effective relationships with key technology and service partners across the MTR and UC ecosystem.

· Contribute to the ongoing development and maturity of service delivery practices, tooling, and reporting.

· Act as a customer advocate, ensuring expectations are understood internally, risks are communicated early, and actions are taken to maintain trust and service quality.

Key Skills and Behaviours

· Experience in service delivery management within managed services, ideally covering Unified Communications and/or Microsoft Teams Rooms.

· A solid understanding of ITIL principles and service management disciplines (ITIL v3/v4 certification or equivalent experience preferred).

· Foundational knowledge of Microsoft Teams, Teams Rooms, and the wider UC ecosystem (devices, meeting room technology, and supporting platforms).

· Experience using ServiceNow or similar ITSM tools to manage incidents, SLAs, reporting, and service improvement.

· Excellent communication and relationship-building skills, with confidence engaging customer stakeholders at all levels.

· Strong organisational and problem-solving skills, with a calm, structured approach under pressure.

· A customer-first mindset: empathetic, pragmatic, and focused on creating clarity, confidence, and value.

· Ability to interpret service data and present it in a way that supports meaningful conversations and decisions.

· Collaborative and team-oriented, with a genuine interest in working across functions to deliver great outcomes.

· Comfortable managing multiple priorities while maintaining attention to detail and accountability.

· A growth mindset, with curiosity and motivation to continuously improve services, processes, and customer experience.

Tech Stack

• ITSM
• ServiceNow

Benefits

Join us, and your benefits and perks will include private healthcare, Medicash cashback, life assurance, workplace pension, cycle to work scheme, access to our employee assistance programme, savings discount, 20% EE discount that extends to your family and friends, a birthday gift voucher and day off, plus more.