Job Description

Overview

The Service Delivery Manager ensures exceptional service delivery and customer satisfaction by managing large-scale IT and telecom service operations. Acting as the primary interface between clients and internal teams, this role oversees service performance, incident resolution, and continuous improvement initiatives. It drives operational excellence, supports account growth, and maintains strong relationships through proactive communication, data-driven insights, and adherence to ITIL best practices.

The role will require the candidate to visit customer sites based in Scotland, and for this reason, the ideal candidate will be based in Scotland.

Job Requirements

Essential:

Experience within an IT Service Delivery or IT Customer Relationship role Experience of working within or for the telecoms industry Knowledge of ITIL Service Delivery practices Strong communications skills both verbal and written Ability to work under pressure and effectively prioritise workload Self-motivated with the ability to work autonomously and under own initiative Good knowledge of the Microsoft Office product suite

Desirable:

Understanding of networking fundamentals, including WAN, LAN and Wi-Fi technologies Experience of working within the public sector or for public sector customers ITIL qualified

Job Responsibilities

Deliver service management and support to large-scale and diverse customers, including taking ownership of incident management, escalation procedures and related disciplines. Execute service review meetings with customers to review service level reports on a regular basis Take accountability to ensure that all customers and internal teams understand the services being delivered and are kept informed of ongoing actions and issues with service To be the primary interface for service delivery and operational escalations Take ownership of all customer issues and drive resolutions with internal teams accordingly Develop, maintain and manage continuous service improvement plans. Provide internal performance dashboards on client satisfaction and contract performance Own, translate and develop service documents, always amending them accordingly to track changes and reflect current and future services Assist Client Directors to drive growth of existing customer accounts through effective reporting, customer temperature checks of accounts and utilisation of MLL technical and operational teams

Job Benefits

Pension Scheme Life Assurance Health & Dental Insurance Financial Wellbeing & Will Writing Wellbeing Support Programme (EAP) 25 Days Holiday & Holiday Buy Scheme Social Activities
At MLL Telecom Ltd, we are proud to stand alongside the Armed Forces community. As a committed supporter of the Armed Forces Covenant and a holder of the Silver Award from the Employer Recognition Scheme, we actively foster a workplace culture that values the unique skills, dedication, and experience of Serving Personnel, Reservists, Veterans, and military families.

MLL offers a flexible and supportive environment that honours their service, promotes inclusivity, and encourages career development within our organisation."

Job Types: Full-time, Permanent

Work Location: Remote