Service delivery Manager

Service Delivery Manager £50-60,000 Permanent Fully Remote

About the Role

VIQU is partnering with a fast-growing specialist Managed Service Provider to recruit a Technical Service Delivery Manager on a permanent basis. This is an entirely remote role, offering genuine flexibility, a salary of up to £60,000, 25 days holiday plus your birthday off, early Friday finishes in July, and ongoing training and development. While fully remote day to day, you will still attend engaging team days, company events, and occasional customer sessions.
This is a hands-on, customer-facing role focused on delivering high-quality managed services to a global enterprise customer base. You will own service delivery end to end, lead technical service reviews, and work closely with internal teams to drive continuous improvement and customer success.

Key Responsibilities

• Own service delivery for a portfolio of enterprise customers
• Run regular technical QBRs and service reviews
• Ensure SLAs, KPIs, and service metrics are met or exceeded
• Analyse service data and produce clear, customer-facing reports
• Act as an escalation point for high-priority service issues
• Identify service improvements and customer success initiatives
• Support onboarding reviews and process improvements
• Communicate product and vendor roadmaps to customers
• Identify opportunities for additional services where appropriate

Key Requirements

• Experience in Service Delivery, Customer Success, or a similar customer-facing role within an MSP
• Strong understanding of backup and DR technologies such as Rubrik, Druva, Zerto, Commvault, or NetBackup
• Experience running technical QBRs with enterprise customers
• Working knowledge of ITIL processes
• Broad infrastructure awareness including Windows, M365, VMware, networking, and data centres
• Strong communication and stakeholder management skills

Please note: MSP experience is essential; internal-only IT roles will not be suitable.

Apply in confidence with Phoebe Rees at VIQU IT Recruitment. Know someone great? Earn up to £1,000 if your referral is successful (terms apply). Follow us on LinkedIn at VIQU IT Recruitment.