Service Delivery Manager

Department: Group Operations, Service Management
Location: Hybrid working
Hours: Full-time - 12 month FTC Maternity cover

Join us and help make IT feel easy

At Air IT Group, great service is about more than hitting targets. It’s about understanding our customers, building trusted relationships and always looking for ways to make their experience better.

We’re looking for a Service Delivery Manager to join our Service Management team and take ownership of the service experience for a portfolio of customers.

You’ll be a trusted point of contact, getting to know your customers, understanding what matters to them and bringing the right people together across Air to deliver great outcomes.

You’ll use customer feedback, service data and insight to spot opportunities, address challenges and keep improving the way we work. If you’re someone who genuinely cares about customers, enjoys building relationships and likes turning problems into positive outcomes, we’d love to hear from you.

What you’ll be doing

No two days will look exactly the same, but you’ll spend your time:

• Owning the service relationship and experience for your portfolio of customers.
• Building positive, trusted relationships with customers and stakeholders.
• Leading regular customer service reviews, using them to share insight, celebrate progress and identify opportunities for improvement.
• Developing and managing Service Improvement Plans, bringing the right people together and making sure agreed actions are followed through.
• Working collaboratively with Service Delivery, Sales, Professional Services and teams across the Group to deliver against service levels and customer commitments.
• Spotting emerging risks or recurring issues and working with colleagues to find lasting solutions.
• Acting as an operational escalation point for your customers and coordinating issues through to resolution.
• Handling customer complaints fairly and constructively, identifying root causes and opportunities to improve.
• Using customer feedback and CSAT results to help shape improvements to our services and processes.
• Keeping customers informed with clear communication, accurate updates and effective action tracking.
• Supporting our One To Watch and TLC processes, helping us identify where customers may need additional support.
• Meeting customers face-to-face at least once a year, with additional visits based on their needs and preferences.

What we’re looking for

We’re interested in the experience and skills you can bring, whether you’ve gained them in an IT environment or through a transferable service-focused role.

You’ll ideally have:

• Experience within service delivery, service management or a similar customer-focused environment.
• Confidence building relationships and communicating with a range of stakeholders, including senior stakeholders.
• Experience working with contractual requirements and service commitments.
• The ability to approach complaints, escalations and challenging conversations calmly and professionally.
• Strong communication and presentation skills.
• Good organisation and time management, with the ability to balance different priorities.
• A proactive approach and a genuine desire to make things better for customers.

It would be great if you also have:

• An ITIL certification.
• Experience supporting ISO/IEC 20000-1 certification.

Don’t tick every box? We’d still encourage you to apply. We know that great candidates don’t always meet every requirement on a job description, and we’re interested in what you can bring to the role.

Our values are at the heart of how we work

Genuinely Care
You’ll take the time to understand our customers, listen to their feedback and take ownership of helping to create the best possible experience.

Work Together
Great service is a team effort. You’ll build strong relationships across Air IT Groups, bringing people together to solve problems and deliver on our commitments.

Keep Being Better
You’ll be curious about what we could do differently, using data, feedback and lessons learned to continually improve the experience we provide.

The Benefits

Joining Air IT Group means unlocking a world of perks and opportunities, including:

Time Off & Life Balance

• 25 days Annual Leave + 1 Celebration Day
• Annual Leave Purchase Scheme
• Paid Volunteering Days
• Enhanced Family Leave

Health & Wellbeing

• Virtual GP (24/7 access for you & family)
• Employee Assistance Programme (EAP)
• Eye care vouchers
• Group Life Assurance & Income Protection

Financial & Lifestyle Perks

• Reward Gateway shopping discounts and cashback
• Stakeholder Pension Scheme
• Recognition Platform (with monetary rewards)
• Mortgage Advice Services

Optional Benefits (Opt‑In)

• EV Car Scheme
• Cycle to Work
• Technology Vouchers

Additional Highlights

• Development:  We invest in technical training, professional qualifications, and ongoing development opportunities to help you build your skills and achieve your goals.
• Life at Air: Beyond your role, you’ll be part of a welcoming and active employee community, with regular social events, inclusive activities, and celebrations that bring colleagues together and make Air a great place to work.

Why Air IT Group?

You’ll be joining a collaborative team where you’ll have the opportunity to build meaningful customer relationships, influence improvements and make a genuine difference to the service our customers receive.

We want Air to be somewhere everyone can do their best work. We welcome applications from people of all backgrounds and experiences and are committed to creating an inclusive environment where everyone feels they belong.

If you need any reasonable adjustments during the recruitment process, let us know. We’ll be happy to support you.

Ready to make a difference? We’d love to hear from you.