{"id":848174,"url":"https://alion.io/job/kerv-service-delivery-manager","title":"Service Delivery Manager","company":{"id":172293,"name":"Kerv","domain":"kerv.com","url":"https://alion.io/company/kerv","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":92,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":45,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":75000,"max_usd":138000,"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},{"name":"ITIL","optional":false},{"name":"SLI/SLO/SLA","optional":true}],"status":"live","first_seen_at":"2026-06-30T15:11:29Z","employer_posted_date":"2026-06-30","last_verified_at":"2026-10-13T04:47:32Z","board_verified":true,"closed_at":null,"days_open":104,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":104},"description":"About Kerv Connect Cloud\nKerv Connected Cloud is the networking, security and Azure Cloud practice of the Kerv Group. We support digital transformation initiatives with secure, automated and simple to manage solutions for the data centre, branch office and cloud. \nWe provide our customers with the answers to real-world business challenges through the effective and considered deployment of technology and its supporting processes.\nOur services and solutions portfolio focusing on network and security technologies, transforming the data centre and branch architecture to better support the demands of digital transformation. \nThe Role \nThe Service Delivery Manager (SDM) is the primary customer advocate and operational interface for a portfolio of strategic large enterprise clients. This role ensures contracted services are delivered to agreed service levels, drives continuous improvement, and acts as a trusted partner to the customer-aligning services to their evolving business needs. \nKey Responsibilities \nAct as the primary point of contact for operational service matters, representing the customer within the organisation. \nBuild and maintain strong senior stakeholder relationships within assigned accounts, fostering trust and transparency. \nLead regular service reviews (e.g., monthly, quarterly) with customer and internal stakeholders, presenting performance, incidents, and improvement initiatives. \nMonitor service performance against contractual SLAs, KPIs, and OLAs, taking corrective action where required. \nManage escalations effectively, ensuring root cause is addressed and preventive measures are implemented. \nProduce and deliver performance reports, including analysis of trends and identification of service risks. \nIdentify and drive service improvement plans to enhance quality, efficiency, and customer satisfaction. \nProactively suggest innovations, technology updates, or process enhancements aligned to customer strategy. \nOversee major incident communications and post-incident reviews with customers. \nWork with problem management teams to identify recurring issues and develop resolution plans. \nSupport change management processes to minimise service impact and ensure successful outcomes. \nUnderstand contractual commitments, scope, and boundaries of the service, ensuring compliance. \nIdentify opportunities for service growth or up-sell in collaboration with account management teams. \nAssist in the renewal and renegotiation of service contracts where applicable. \n Skills & Experience Required \nEssential: \nProven experience as a Service Delivery Manager within a Tier-1 service provider, telco, or managed services environment. \nTrack record of managing services for large enterprise or public sector customers. \nStrong knowledge of ITIL service management processes (ITILv4 Foundation minimum). \nExcellent stakeholder management and relationship-building skills, including experience engaging at C-level. \nProven ability to interpret and present technical data in a clear, business-oriented manner. \nStrong organisational skills, with the ability to manage multiple priorities in high-pressure environments. \nFamiliarity with telecoms, networking, cloud, or security managed services. \nExperience producing and delivering service review reports to senior audiences. \nDesirable: \nITIL Intermediate or Expert certification. \nExperience working in a multi-vendor or complex supply chain environment. \nKey Competencies \nCustomer Focus - Puts the customer at the centre of decision-making. \nAccountability - Takes ownership for outcomes and drives resolution. \nCommunication - Clear, concise, and adaptable to audience. \nAnalytical Thinking - Uses data and trends to inform decision-making. \nCollaboration - Works effectively across departments and with partners. \nPerformance Indicators \nSLA and KPI compliance rates. \nCustomer satisfaction (CSAT/NPS) scores. \nNumber and success of service improvement initiatives delivered. \nReduction in repeat incidents or chronic issues. \nPositive feedback from internal and external stakeholders. \nYou will live the Kerv values…\nThink Customer First\nTeam is everything\nSpread good vibes\nBuild future\nDo the right thing\nAt Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.","description_format":"text","description_chars":4615,"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":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed Network Services","Managed IT Services (MSP)","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-09-13T01:59:28Z"}],"visa":[],"liveness":{"score":20,"band":"cold","label":"Long shot","p_open":1,"p_active":0.709,"p_room":0.28,"age_days":104,"expected_fill_days":45,"reasons":["conf:0","velocity","win:tail","crowd:"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/kerv-service-delivery-manager","json_url":"https://alion.io/job/kerv-service-delivery-manager.json","meta":{"generated_at":"2026-10-13T06:07:48Z","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":9563,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"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":172293},"rest":"https://alion.io/mcp/rest/get_company?id=172293"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkerv-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%2Fkerv-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%2Fkerv-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/kerv-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkerv-service-delivery-manager"}]}