Service Delivery Manager When registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed. Come and join the Littlefish team! Work location: Nottingham (hybrid) Salary: Up to £55,000 Must be eligible for SC Clearance (UK resident for the last 5 years) Here at Littlefish, we look for people who can make a?real?difference and become a giant slayer.?As the world around us continues to change, we look for people who grab that change with optimism and excitement.?These?are the?passionate and high-performing?people?who enjoy and thrive on?thinking outside the box. Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, and?add to?our skills and experience?as we see Littlefish grow. So, if this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly peoplewe would love to hear from you. The role and what youll be getting up to on a day-to-day basis: As a Littlefish Service Delivery Manager, youll be the driving force behind the delivery of our contracted services to a portfolio of customers. Youll lead with confidence, build strategic relationships, and ensure every service meets and exceeds expectations. Youll be the voice of Littlefish to our clientsensuring quality, satisfaction, and continual improvement. You will: Lead customer relationships and represent Littlefish with professionalism and passion Deliver services in line with SLAs and contractual obligations Drive improvements in customer satisfaction and Net Promoter Scores (NPS) Manage and mentor onsite engineering teams (where applicable) Provide career development, performance management, and SMART objectives for direct reports Control contractual scope and ensure compliance Drive improvements in account profitability in conjunction with Account Management Support account planning, upsell opportunities, and renewals Champion governance processes and service assurance Chair customer service reviews and ensure smooth service transitions Provide accurate reporting and insights to senior management Innovate and challenge the status quo to improve service delivery Who you are: Were looking for a passionate service delivery professional who has previous direct experience of working for an MSP and thrives in a fast-paced, customer-focused environment. Youll be someone who brings strategic thinking, operational excellence, and a drive to leadsomeone who can build trust, inspire teams, and deliver outstanding service. Youll stand out if you have: In-depth knowledge of ITIL v3 or v4 (ITIL Mastery preferred) Experience in Service Design, Transition, and SIAM models Experience working for an MSP Strong commercial awareness and understanding of contractual obligations Excellent communication and interpersonal skills Ability to manage multiple priorities and remain calm under pressure A logical, innovative, and resilient mindset A collaborative spirit and a commitment to continuous improvement What can we offer you? Referral bonus scheme of £1000 when you successfully refer a friend Healthcare cash plan with online GP appointments and 24/7 counselling Casual dress policy Company Pension Scheme Company social events 25 days annual leave plus public/bank holidays Purchase and sale of annual leave scheme Life at Littlefish: Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart, is very important as we see Littlefish grow. I am High Performing- I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence. I am Passionate- We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another. I Have a Can-Do Attitude - I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done! So, if you feel like you can make a tangible difference, apply today, and join us on this journey. Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone irrespective of who they are, or their background, can feel equal and supported. We encourage applications from people of all backgrounds. Please get in touch if you are concerned about any difficulties you may face during your recruitment process, so we adjust accordingly. Part of our application process includes a set of ED&I (Equality, diversity and inclusion) questions. Please note, each question has a prefer not to say option).