Service Delivery Manager
Department: Sales & Solutions
Employment Type: Permanent - Full Time
Location: Hybrid
Description
👋 Hello. Welcome to Wanstor! At Wanstor, we’ve been delivering award-winning IT solutions for over 22 years, and we’re proud to keep growing year after year. Today, our team is over 200 strong, filled with talented professionals passionate about technology.
Wanstor stands at the forefront of the industry with a full portfolio of high-quality services. From our award-winning managed services to our robust data and development capabilities, networking and infrastructure expertise, and unparalleled security solutions, Wanstor is renowned in the market for excellence. Our strong customer references provide a solid foundation for your success. If you’re looking for a place where your skills can thrive and grow, you’ll feel right at home here!
We’re looking for a Service Delivery Manager here at Wanstor in what is a super exciting new role. The purpose of the role is to ensure services are aligned, integrated, and continually adapted to customer needs. You will champion a culture of outcomes over outputs, focusing on how technology improves business processes, productivity, and user experience.
What You'll Do
Customer Advocacy and Retention
* Champion the customer within the organisation to deliver measurable business outcomes — efficiency, risk reduction, and cost optimisation.
* Own the customer success plan, making renewals a celebration of achieved value, not a negotiation.
* Build strong stakeholder relationships by understanding their industry, strategy, and operating model.
* Translate technical services into business value, aligning delivery with customer goals.
* Identify and mitigate churn risks early to drive retention and loyalty.
Service Performance and Governance
* Lead end-to-end service delivery across support, workplace, security, networking, and projects.
* Orchestrate Continuous Service Improvement Plans (CSIPs) to enhance performance and satisfaction.
* Conduct structured service reviews with ROI insights and adoption metrics.
* Ensure SLAs and KPIs are achieved, implementing corrective actions where needed.
* Facilitate regular governance and value reviews to demonstrate ROI and uncover opportunities.
* Collaborate across technical and customer teams to ensure seamless communication and outcomes.
Commercial Growth and Value Realisation
* Convert service performance into impactful business value stories.
* Partner with Account Managers to identify upsell and cross-sell opportunities.
* Deliver ROI frameworks, maturity assessments, and benchmarking to evidence ongoing value.
Risk, Governance and Compliance
* Ensure services meet contractual, governance, and compliance obligations.
* Proactively Address risks and issues with clear mitigation plans.
* Maintain awareness of evolving security and regulatory trends.
* Showcase innovation and best practices through collaboration with technical teams.
* Drive user adoption, satisfaction, and productivity through improvement initiatives.
What You'll Need
* Proven experience in IT Service Delivery within a managed services environment.
* Strong understanding of multiple IT domains: support services, modern workplace, networking, security, and project delivery.
* Ability to blend operational excellence with commercial and strategic awareness
* Demonstrated ability to build trusted relationships with business and technical stakeholders.
* Strong analytical and problem-solving skills with a continuous improvement mindset.
* Excellent communication, facilitation, and presentation skills.
* Experience in delivering value frameworks (e.g. business efficiency, IT maturity assessments, or ROI models).
* Familiar with ITIL practices, customer health tracking, and value frameworks.
What You'll Love
🌴 Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
📚 Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.
🌟 Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.
🤝 Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.
🎉 Team Spirit: Join a friendly team and engage in various social events organised throughout the year.
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