Service Delivery Manager - Enterprise

Group Operations – Service Management | Hybrid | Full time

Are you passionate about turning great service into long-term customer partnerships?

We’re looking for an experienced Service Delivery Manager to take ownership of the service relationships with some of our largest, most complex and strategically important enterprise customers.

This isn’t just about service reviews, SLAs and reporting. It’s about getting under the skin of our customers’ businesses, understanding where they want to go and making sure Air is delivering the service, insight and value that helps them get there.

You’ll become a trusted partner to senior customer stakeholders, bringing together teams from across Air to solve challenges, drive meaningful improvements and make sure our customers see us as a long-term technology partner.

What you’ll be doing

You’ll take ownership of a portfolio of strategic enterprise customers, building strong relationships and making sure we consistently deliver an exceptional experience.

Day to day, you’ll:

• Build trusted relationships with senior stakeholders, including customer Directors, CIOs, CTOs and Executive Leadership teams.
• Develop a strong understanding of each customer’s business objectives, technology priorities, challenges and risks.
• Turn customer insight into clear service strategies and improvement plans with measurable outcomes.
• Lead strategic service reviews focused on performance, risk, improvement, value and future priorities.
• Keep a close eye on service performance, contractual commitments and customer sentiment, spotting and addressing issues early.
• Act as a senior operational escalation point during significant service challenges.
• Bring together Service Delivery, Professional Services, Cyber, Account Management and our specialist teams to deliver joined-up outcomes.
• Partner closely with Account Management to support customer retention, renewals and long-term account development.
• Identify opportunities where technology, security, automation, AI and Air’s wider capabilities could improve customer outcomes.
• Champion the voice of our enterprise customers across Air.
• Share insight, successes and best practice to help us continually improve how we deliver service.

What we’re looking for

You’ll be an experienced Service Delivery or Service Management professional who knows how to build credibility with senior customers while getting things moving behind the scenes.

Ideally, you’ll bring:

• Significant experience managing enterprise, strategic or complex customer relationships within an IT MSP, technology or B2B services environment.
• Experience in a senior Service Management, Service Delivery or Customer Success role.
• A strong understanding of managed IT services, service governance, SLAs, service assurance and continual service improvement.
• Confidence engaging, advising and influencing senior and executive-level stakeholders.
• Strong commercial awareness and an understanding of customer retention, service value and long-term account development.
• The ability to turn service performance, customer insight and operational data into meaningful recommendations.
• Experience influencing cross-functional teams and creating accountability around customer outcomes.
• Excellent communication, presentation and problem-solving skills.

How you’ll bring our values to life

Genuinely Care
You’ll champion our customers, making sure their needs, feedback and expectations are heard and acted upon.

Work Together
You’ll bring people together across Air IT, building strong partnerships and creating one joined-up customer experience.

Keep Being Better
You’ll use insight, data and feedback to challenge how we do things and drive measurable improvements.

And throughout it all, you’ll bring ownership and accountability, creating clarity, maintaining momentum and making sure we deliver on our commitments.