Service Delivery Manager

About Zenzero

Zenzero is one of the UK's fastest-growing technology companies. Named a Top 8 Technology Company at the British Business Awards 2026, recognised by Deloitte as a Best Managed Company, and featured in the Sunday Times Hundred (an annual ranking of the UK's fastest-growing private companies) in both 2025 and 2026, we hold Microsoft Solutions Partner status across all six designations, putting us in the top tier of UK Microsoft partners. The accolades reflect something real: a business that is scaling fast, executing well, and building something that lasts.

We're on a mission to make technology genuinely work for mid-market businesses, covering managed IT, cyber security, cloud, and AI solutions that actually move the needle. The demand is growing, and so are we.
We're also a certified B Corp and Scale Up Award winner. That combination matters to us: high growth and high standards aren't in conflict here. Fast growth, high standards, real impact. If that sounds like your kind of place, keep reading.

About this role
In this role you will be responsible for the day-to-day management of your  customer’s service operations and delivery. Ensuring process efficiencies are realised through continual service improvement and standardising best practice across the  customer experience will be paramount to success in this role. You will work closely  with the Account Manager and Service Desk Team leads to ensure that SLAs and  contractual commitments are met, and any Service Improvement initiatives are  delivered in a timely manner.

Responsibilities

• Manage SLA and tracking of service obligations and overall performance  for your customers in accordance with the contract  
• Work closely with Service Desk and other delivery teams to ensure  positive outcomes for your customers
• Provide detailed analysis based on Service Reporting to identify ticket  patterns and any changes to service  
• Oversee and execute core ITIL processes for your customers (Major  Incident Management, Problem Management, Change Management)  
• Maintain and lead IT service reviews with customers and internal stakeholders  
• Continually review the service to ensure it meets the customer needs  and evolves with Zenzero best practices  
• Act as a key point of contact for project teams for transition into service and services acceptance  
• Manage the escalation of service incidents and requests, taking ownership to achieve a timely resolution where required.
• Actively communicate with other departments and functions about the IT services, providing detail on any future projects or transformation activities required for your customers.

Requirements

• Requires a relevant bachelor's degree or/at least 5 years of experience in managing large scale IT maintenance-related projects or in an existing service management function 
• Significant experience with ITIL framework. ITIL v4 Foundation or higher  would be beneficial. 
• Project management experience. Prince2 or Agile Foundation would be  beneficial.  
• Experience in c-suite level stakeholder management  
• Good understand of M365 and associated licencing models  
• Strong analytical problem-solving skills  
• Confident communication 

Benefits

• Private health insurance
• Generous holiday allowance + a day off on your birthday
• Flexible working patterns
• Enhanced pension contributions
• Regular social events across all our offices