{"id":2186013,"url":"https://alion.io/job/infinitygroup-service-delivery-manager","title":"Service Delivery Manager","company":{"id":3068757,"name":"Infinity Group","domain":"infinitygroup.co.uk","url":"https://alion.io/company/infinitygroup-co-uk","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Wells, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":69000,"max_usd":127000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":50},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false}],"status":"live","first_seen_at":"2026-09-28T09:27:21Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-12T05:27:37Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Service Delivery Manager (D365 & M365)\nRemote | Unlimited Holiday | Own the customer experience - driving value, retention, and growth.\nInfinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.\nWith a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.\nWe are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.\nGuided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.\nWe are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.\nOur focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.\nRole Overview:\nThis role exists to ensure our customers consistently experience the value of working with Infinity - not just through stable services, but through proactive delivery that drives trust, retention, and expansion.\nYou’ll sit at the centre of the customer relationship, connecting delivery, support, and commercial teams to ensure services perform, issues are resolved fast, and opportunities to improve or grow accounts are not missed.\nAt its core, this is about turning service delivery into a competitive advantage - where customers stay, expand, and advocate because of how well we deliver.\nWhat you’ll be doing\nCustomer ownership & relationship management\nTake full ownership of the service relationship for your customers - building trust, managing expectations, and ensuring they see clear, ongoing value.\nService performance & improvement\nEnsure services are delivered consistently to a high standard, using data and insight to identify gaps and drive continuous improvement.\nIncident leadership & accountability\nOwn critical issues end-to-end - coordinating teams, communicating clearly, and ensuring problems are resolved and learned from.\nCommercial awareness & growth\nSpot opportunities to improve, expand, or evolve services based on customer needs - contributing to account growth and long-term value.\nCross-team alignment\nBring together support, delivery, and sales to create a joined-up customer experience, removing silos and driving shared accountability.\nOperational effectiveness\nEnsure the right processes, standards, and ways of working are in place - and actually used - to deliver consistently and efficiently.\nThe kind of problems you’ll solve\nA key customer is losing confidence due to recurring service issues\nSupport, projects, and account management aren’t aligned - causing a fragmented experience\nService performance data exists but isn’t driving action or improvement\nHigh-value incidents aren’t being managed with enough visibility or ownership\nCustomers don’t fully understand the value they’re getting from their services\nOpportunities to grow accounts are missed because insight isn’t surfaced\nProcesses exist but aren’t being followed consistently or effectively\nCosts are rising without a clear link to improved customer outcomes\nWhat sets you apart\nYou think in terms of outcomes and customer impact, not just process\nYou take ownership - especially when things go wrong\nYou balance customer needs with commercial reality\nYou’re comfortable challenging internally to improve the customer experience\nYou connect the dots across teams, rather than working in silos\nYou use data to drive decisions, not just report on performance\nYou stay calm and decisive under pressure, particularly during incidents\nYou naturally build trust with both customers and internal teams\nYour impact\nOn the business:\n\nHigher retention, stronger account growth, and more predictable service performance\nOn customers:\nA clear, consistent experience where services deliver real value - not just uptime\nOn the team:\nBetter alignment, clearer accountability, and a stronger focus on outcomes over activity\nWhat it’s like here\n\nAmbitious, but not political\nHigh standards, but pragmatic\nPeople who care about doing things properly - not just hitting numbers\nYou’ll get:\nReal ownership of how sales evolves\nFreedom to change things that don’t work\nA team open to being challenged and developed\nDirect access to leadership and influence over direction\nWhat you get\nUnlimited annual leave\nPrivate healthcare, life assurance, company shares\nElectric car scheme\nFlexible / remote working (with access to Tunbridge Wells & Paddington)\nTeam and company socials, including Illuminate Awards","description_format":"text","description_chars":4887,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Continuous learning"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-09T16:27:17Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-10T06:21:00+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":72,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.797,"p_room":0.9,"age_days":13,"expected_fill_days":23,"reasons":["conf:1","win:mid"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/infinitygroup-service-delivery-manager","json_url":"https://alion.io/job/infinitygroup-service-delivery-manager.json","meta":{"generated_at":"2026-10-12T07:33:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12134,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3068757},"rest":"https://alion.io/mcp/rest/get_company?id=3068757"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finfinitygroup-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Finfinitygroup-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Finfinitygroup-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/infinitygroup-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finfinitygroup-service-delivery-manager"}]}