Zenzero Solutions Ltd is seeking a Service Delivery professional to manage MSP-based service delivery across client accounts in a fast-growing technology environment. You will conduct service reviews, produce reports, and lead weekly site visits while coordinating with field engineers and third parties to ensure SLAs are met. The role emphasizes strong client communication, issue resolution, change management, and continuous improvement.
12/07/2026
Full time
Zenzero Solutions Ltd is seeking a Service Delivery professional to manage MSP-based service delivery across client accounts in a fast-growing technology environment. You will conduct service reviews, produce reports, and lead weekly site visits while coordinating with field engineers and third parties to ensure SLAs are met. The role emphasizes strong client communication, issue resolution, change management, and continuous improvement.
Job Overview Zenzero is one of the UK's fastest growing technology companies. Named a Top 8 Technology Company at the British Business Awards 2026, recognised by Deloitte as a Best Managed Company, and featured in the Sunday Times Hundred (an annual ranking of the UK's fastest growing private companies) in both 2025 and 2026, we hold Microsoft Solutions Partner status across all six designations, putting us in the top tier of UK Microsoft partners. The accolades reflect something real: a business that is scaling fast, executing well, and building something that lasts. We're on a mission to make technology genuinely work for mid market businesses, covering managed IT, cyber security, cloud, and AI solutions that actually move the needle. The demand is growing, and so are we. We're also a certified B Corp and Scale Up Award winner. That combination matters to us: high growth and high standards aren't in conflict here. Fast growth, high standards, real impact. If that sounds like your kind of place, keep reading. Essential experience, skills and qualifications Prior experience working within an MSP for service delivery. Strong IT background. Proven ability to communicate effectively with clients and stakeholders. Experience in managing and resolving customer complaints. Proficiency in using ITSM tools and monitoring tools. Ability to prioritise workloads based on impact and value Self motivated with a willingness to learn and adapt. Desirable experience, skills and qualifications ITIL V4 Foundation certification. Experience in proactive scheduling and execution of firmware and patching updates. Knowledge of creating and maintaining internal knowledge systems for SOPs and configuration. Key Responsibilities Conducting Service Reviews and generating Service Reports. A weekly client site visit will be needed; the location and frequency can sometimes change between key sites based upon requirements. Regular review of field engineer's calendars to ensure that the correct focus is being applied on any sites that are experiencing re occurring issues. Measuring and reporting on key metrics including Response SLA and Resolution SLA. Managing CSAT and Customer Feedback. Be a point of escalation for queries and issues internally and externally. Managing 3rd parties to ensure a successful collaboration for clients. Carry out trend analysis on service tickets to highlight trending issues. Running and setting up a CAB with clients to ensure the change management process is being carried out successfully. Managing open risks to ensure they are mitigated against or eliminated. Know your client's environments to ensure a successful service. You will be accountable for delivering a successful service to your clients and be the go to person for any issues/queries on your accounts. Working alongside our client relationship manager's, Service Transition, Project managers and the service desk to ensure that the service is effective. Overseeing the transition of completed projects into live service. Handling and resolving customer complaints. Ensuring patching schedules are in place and executed successfully. Proactively scheduling firmware and patching updates. Using monitoring tools to identify missing updates or patches. Utilising ITSM tools to manage risks and ensure timely updates. Communicating effectively and holding quarterly Service Reviews. Maintaining regular catchups with clients to strengthen relationships. Creating and maintaining an internal knowledge system for SOPs and configuration. Maintaining and updating client CMDB's. Managing major and security incidents from start to finish. Creating P1 Reports for major and security incidents, including action plans for mitigation and prevention of future occurrences. Identifying and remediating issues on broken managed service contracts. Identifying and implementing improvements in service delivery processes. Conducting weekly/monthly Watch Points and Assessments. Managing an annual architectural review of client's estates to provide recommendations for improvement with key technical resources. Managing mini projects to ensure resources are aligned and significant progress is being made. Identify and communicate upsell opportunities for potential projects. To become involved in additional tasks as required. Be available out of hours for any critical issues if required.
10/07/2026
Full time
Job Overview Zenzero is one of the UK's fastest growing technology companies. Named a Top 8 Technology Company at the British Business Awards 2026, recognised by Deloitte as a Best Managed Company, and featured in the Sunday Times Hundred (an annual ranking of the UK's fastest growing private companies) in both 2025 and 2026, we hold Microsoft Solutions Partner status across all six designations, putting us in the top tier of UK Microsoft partners. The accolades reflect something real: a business that is scaling fast, executing well, and building something that lasts. We're on a mission to make technology genuinely work for mid market businesses, covering managed IT, cyber security, cloud, and AI solutions that actually move the needle. The demand is growing, and so are we. We're also a certified B Corp and Scale Up Award winner. That combination matters to us: high growth and high standards aren't in conflict here. Fast growth, high standards, real impact. If that sounds like your kind of place, keep reading. Essential experience, skills and qualifications Prior experience working within an MSP for service delivery. Strong IT background. Proven ability to communicate effectively with clients and stakeholders. Experience in managing and resolving customer complaints. Proficiency in using ITSM tools and monitoring tools. Ability to prioritise workloads based on impact and value Self motivated with a willingness to learn and adapt. Desirable experience, skills and qualifications ITIL V4 Foundation certification. Experience in proactive scheduling and execution of firmware and patching updates. Knowledge of creating and maintaining internal knowledge systems for SOPs and configuration. Key Responsibilities Conducting Service Reviews and generating Service Reports. A weekly client site visit will be needed; the location and frequency can sometimes change between key sites based upon requirements. Regular review of field engineer's calendars to ensure that the correct focus is being applied on any sites that are experiencing re occurring issues. Measuring and reporting on key metrics including Response SLA and Resolution SLA. Managing CSAT and Customer Feedback. Be a point of escalation for queries and issues internally and externally. Managing 3rd parties to ensure a successful collaboration for clients. Carry out trend analysis on service tickets to highlight trending issues. Running and setting up a CAB with clients to ensure the change management process is being carried out successfully. Managing open risks to ensure they are mitigated against or eliminated. Know your client's environments to ensure a successful service. You will be accountable for delivering a successful service to your clients and be the go to person for any issues/queries on your accounts. Working alongside our client relationship manager's, Service Transition, Project managers and the service desk to ensure that the service is effective. Overseeing the transition of completed projects into live service. Handling and resolving customer complaints. Ensuring patching schedules are in place and executed successfully. Proactively scheduling firmware and patching updates. Using monitoring tools to identify missing updates or patches. Utilising ITSM tools to manage risks and ensure timely updates. Communicating effectively and holding quarterly Service Reviews. Maintaining regular catchups with clients to strengthen relationships. Creating and maintaining an internal knowledge system for SOPs and configuration. Maintaining and updating client CMDB's. Managing major and security incidents from start to finish. Creating P1 Reports for major and security incidents, including action plans for mitigation and prevention of future occurrences. Identifying and remediating issues on broken managed service contracts. Identifying and implementing improvements in service delivery processes. Conducting weekly/monthly Watch Points and Assessments. Managing an annual architectural review of client's estates to provide recommendations for improvement with key technical resources. Managing mini projects to ensure resources are aligned and significant progress is being made. Identify and communicate upsell opportunities for potential projects. To become involved in additional tasks as required. Be available out of hours for any critical issues if required.
Join Zenzero, an award-winning UK technology and managed services provider helping organisations achieve more through innovative IT, cyber security, cloud and digital solutions. Recognised as Nationwide Managed IT Services Company of the Year 2024 and featured on Cloudtango's MSP Select 2025 list, Zenzero combines technical excellence with a people first culture, offering an exciting opportunity to grow your career within one of the UK's fastest growing technology businesses. Role Overview In this role you will be responsible for the day to day management of your customer's service operations and delivery and will be expected to be onsite at customer locations around 2 days per week in the midlands. Ensuring process efficiencies are realised and standardising best practice across the customer experience will be paramount to success in this role. You will work closely with the Account Manager and Service Desk Team leads to ensure that SLAs and contractual commitments are met and any Service Improvement initiatives are delivered in a timely manner. Qualifications and Skills Requires a relevant bachelor's degree and At least 5 years of experience and track record in managing large scale IT maintenance related projects or in an existing service management function ITIL 4 Foundation certification, plus any relevant specialist certifications Enterprise IT Service Management or Operational experience preferable Experience working in a SIAM (Service Integration and Management) environment Experience implementing AI solutions to improve service desk SLAs and contractual obligation Experience in c suite level stakeholder management Proactive Good understand of M365 and associated licencing models Strong analytical problem solving skills Confident communication Core Responsibilities Form a positive and professional relationship with the customer(s) (normally one, or more, primary contacts, or stakeholder(s), both remotely and when on a customer site Manage SLA and tracking of the service desk's overall performance for your customers in accordance to the contract Provide detailed analysis based on Service Reporting identify ticket patterns and any changes to service Oversee and execute core ITIL processes for your customers (Problem Management, Change Management, Risk Management) Maintain and lead IT service reviews with customers and internal stakeholders Continually reviewing the service to ensure it meets the customer needs and evolves with Zenzero best practices Act as a key point of contact for project teams for transition into service and services acceptance Manage the escalation of service incidents and requests, taking ownership of achieve a timely resolution where required Actively communicate with other departments and functions about the IT services, providing detail on any future projects or transformation activities required for your customers Protect revenue and profitability by monitoring contract performance and driving timely commercial actions with the Account Manager
09/07/2026
Full time
Join Zenzero, an award-winning UK technology and managed services provider helping organisations achieve more through innovative IT, cyber security, cloud and digital solutions. Recognised as Nationwide Managed IT Services Company of the Year 2024 and featured on Cloudtango's MSP Select 2025 list, Zenzero combines technical excellence with a people first culture, offering an exciting opportunity to grow your career within one of the UK's fastest growing technology businesses. Role Overview In this role you will be responsible for the day to day management of your customer's service operations and delivery and will be expected to be onsite at customer locations around 2 days per week in the midlands. Ensuring process efficiencies are realised and standardising best practice across the customer experience will be paramount to success in this role. You will work closely with the Account Manager and Service Desk Team leads to ensure that SLAs and contractual commitments are met and any Service Improvement initiatives are delivered in a timely manner. Qualifications and Skills Requires a relevant bachelor's degree and At least 5 years of experience and track record in managing large scale IT maintenance related projects or in an existing service management function ITIL 4 Foundation certification, plus any relevant specialist certifications Enterprise IT Service Management or Operational experience preferable Experience working in a SIAM (Service Integration and Management) environment Experience implementing AI solutions to improve service desk SLAs and contractual obligation Experience in c suite level stakeholder management Proactive Good understand of M365 and associated licencing models Strong analytical problem solving skills Confident communication Core Responsibilities Form a positive and professional relationship with the customer(s) (normally one, or more, primary contacts, or stakeholder(s), both remotely and when on a customer site Manage SLA and tracking of the service desk's overall performance for your customers in accordance to the contract Provide detailed analysis based on Service Reporting identify ticket patterns and any changes to service Oversee and execute core ITIL processes for your customers (Problem Management, Change Management, Risk Management) Maintain and lead IT service reviews with customers and internal stakeholders Continually reviewing the service to ensure it meets the customer needs and evolves with Zenzero best practices Act as a key point of contact for project teams for transition into service and services acceptance Manage the escalation of service incidents and requests, taking ownership of achieve a timely resolution where required Actively communicate with other departments and functions about the IT services, providing detail on any future projects or transformation activities required for your customers Protect revenue and profitability by monitoring contract performance and driving timely commercial actions with the Account Manager
Zenzero Solutions Ltd, an award-winning technology provider in the UK, seeks a Service Operations Manager responsible for managing customer service operations and delivery. The role emphasizes ensuring SLAs are met and enhancing customer experience through standardised best practices. Ideal candidates will possess a relevant bachelor's degree, ITIL 4 certification, and 5 years of experience in managing IT projects. You'll work with Account Managers and Service Desk teams to drive service improvements and maintain strong professional relationships with customers.
09/07/2026
Full time
Zenzero Solutions Ltd, an award-winning technology provider in the UK, seeks a Service Operations Manager responsible for managing customer service operations and delivery. The role emphasizes ensuring SLAs are met and enhancing customer experience through standardised best practices. Ideal candidates will possess a relevant bachelor's degree, ITIL 4 certification, and 5 years of experience in managing IT projects. You'll work with Account Managers and Service Desk teams to drive service improvements and maintain strong professional relationships with customers.