About the role: Are you passionate about delivering outstanding IT services and building strong client relationships? Do you have experience managing service delivery in a fast-paced environment? Can you drive service excellence, ensuring that client expectations are not only met but exceeded? What you'll be doing: Service Management & Best Practices: -Ensure best practice, ITIL v4-aligned service delivery through ownership of ITIL processes. -Oversee every element of service delivery for clients from onboarding to end-of-life management. -Champion a "client-first" approach across the service management function. Client Relationship & Retention: -Act as the primary point of contact and advocate for clients within ROCK. -Build and maintain strong client relationships, ensuring high levels of satisfaction. -Drive client retention by delivering a seamless service experience and value creation. Service Performance & Continuous Improvement: -Monitor, report, and review service performance against SLAs and key quality metrics. -Lead client review meetings and drive continual service improvement initiatives. -Proactively manage and encourage service improvement across service desk and project teams. Escalation & Incident Management: -Manage client complaints related to service levels, ensuring prompt resolution. -Ensure all escalations and major incidents are effectively managed. -Work collaboratively with internal teams to resolve complex client issues. What we are looking for: -Proven experience in a Service Delivery Management role within the IT industry. -Experience in a Managed Service Provider (MSP) environment is advantageous. -Commercial awareness with solid business development and relationship management skills. -Strong understanding of IT infrastructure and technology solutions. How you'll be successful in the role: High client satisfaction and strong retention rates. -Effective service delivery, meeting and exceeding SLAs. -Proactive identification and implementation of service improvements. -Strong relationships with internal and external stakeholders, ensuring seamless service experiences. -Efficient incident and escalation management, ensuring quick and effective resolution -Maintain the client retention rate at 90% or above throughout the year If this sounds like you and you would excel, please apply directly through the link or reach out to Jack with any queries.