Service Delivery Manager

Background

One of the UK’s leading Microsoft Solutions Partners for over 20 years, accredited to the highest level and a member of Microsoft’s elite Inner Circle for Business Applications, Xpedition are experts in digital transformation. Underpinned by Microsoft Dynamics 365, Power Platform and the Azure Data Platform, we work collaboratively with our customers to deliver long term success through transformative technologies.

Our Values & Culture

Our values are a big part of who we are. They reflect how we work with our customers and each other. We are very proud to have been recognised as a Great Place to Work® and as a UK’s Best Workplace™ for Women, for Wellbeing and for Tech! We are a diverse group of professionals and act as champions for each other. We maintain an open, friendly and collaborative culture that is respectful of everyone’s opinion and our growth mindset defines the way we think and act. 

Summary

As a Service Delivery Manager, you will be responsible for ensuring the effective delivery, performance, and continuous improvement of services provided to customers and stakeholders. This role balances operational oversight with strategic leadership, ensuring that service standards are met, customer satisfaction is achieved, and business objectives are supported.

This role offers the chance to shape service delivery within one of the UK’s largest dedicated Microsoft Dynamics practices, giving you the opportunity to influence service strategy at a senior level, play a key role in driving customer success, and further develop your career within a fast-growing, enterprise-scale environment.

Responsibilities

• Oversee end-to-end service delivery to meet agreed SLAs and KPIs
• Act as the main point of contact for customers and stakeholders on service matters
• Monitor service performance metrics and produce regular reports
• Drive continuous improvement initiatives to enhance efficiency and customer satisfaction
• Implement and maintain best practice frameworks (e.g., ITIL) for service management
• Ensure compliance with regulatory, contractual, and internal governance requirements
• Identify risks to service continuity and implement mitigation strategies
• Collaborate effectively within a matrix environment, influencing across functions to align priorities and deliver seamless services

Knowledge, Skills & Experience

• Proven track record managing day-to-day service delivery in a Managed Services environment, ensuring operational excellence and customer satisfaction.
• Proven track record in implementing and managing ITSM processes (Incident, Change/Enablement, Problem Management) in line with ITIL best practices.
• Experience in a Microsoft Dynamics 365 Support environment (desired)
• Degree in Information Technology or Computer Science preferred (not essential)

Skills:

• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Analytical mindset with problem-solving capability.
• Ability to manage multiple priorities in a dynamic environment.
• Holding current Security Clearance is advantageous; if not, candidates should be eligible to obtain clearance. (desirable)

Certifications:

• ITIL Foundation v3 (v4 desirable)

Desirable but not essential:

• ITIL Service Operations (v3) or,
• ITIL 4 Specialist – Create, Deliver and Support

Personal Situation

Able to work flexibly, with occasional travel to the office or client sites as required  

At Xpedition (now a Transparity company), we are committed to providing Equal Opportunity for all applicants regardless of race, national or ethnic origin, age, disability, sex, gender, sexual orientation, marital status, religion or belief. Discrimination of any kind is strictly prohibited throughout the organisation as we promote a diverse and inclusive workforce.