{"id":1026225,"url":"https://alion.io/job/natilik-service-delivery-manager","title":"Service Delivery Manager","company":{"id":679718,"name":"Natilik","domain":"natilik.com","url":"https://alion.io/company/natilik","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":null},"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":{"min":50000,"max":55000,"currency":"GBP","period":"year","gross":null,"usd_annual":72858},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-09-08T12:24:04Z","employer_posted_date":"2026-09-08","last_verified_at":"2026-10-13T14:59:50Z","board_verified":true,"closed_at":null,"days_open":35,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":35},"description":"Natilik is a Global Technology Solutions Partner. Our mission continues to be two-fold; growing a brand that is seen as the industry’s ‘Confident Guide’ sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders: clients, people, partners, communities, and shareholders; putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and people can rely on.\nRole: Service Delivery Manager (12 month fixed term contract)\nLocation: London EC2M - Hybrid, 2 days per week in the office\nSupported by: Client Success Director\nSalary: £50-55,000 per annum\nThe role\nNatilik’s Managed Services are delivered by Service Delivery Managers (SDM) who play a pivotal role in the management and services our clients receive. The SDM acts as a conduit within Natilik ensuring all contracted deliverables are scheduled and met within the service levels agreed. They are primarily responsible for all reporting output along with providing service level reviews, and they're the primary escalation point for support and service-related issues. This person will need to be highly motivated and client centric.\nOn a day to day basis, the Service Delivery Manager will…\nAct as a client’s representative internally, as well as a single point of contact for the delivery of all contracted offerings\n\nEnsure all contracted deliverables are scheduled within the service level agreements (SLAs)\n\nProvide reporting for clients, including service reviews that would highlight any breaches in SLAs\n\nProactively initiate improvement plans as part of continual service improvement\n\nServe as the main escalation point for service issues, liaising with internal and external teams to ensure effective and timely incident and problem resolution\n\nManage multiple client communications and service deliverables for a range of commercial and enterprise accounts.\n\nWork with Natilik partners to make sure their services meet expected levels of excellence\n\nMaintain all service documents efficiently including service operation manuals, support articles and escalation paths.\n\nSpend time on site with clients as required to build strong relationships\n\nManage client renewals ensuring that all contracts are renewed in a timely manner and that the support services remain aligned to client requirements\n\nIdentify opportunities for additional service opportunities\n\nEnsure that client asset inventories are maintained and regularly reviewed with clients\n\nHow you will make an impact\nBy providing outstanding service to our clients\n\nGenerating positive client feedback through NOC, CSAT and NPS\n\nThrough outstanding service, enable Natilik to retain clients\n\nHelping Natilik keep and improve its outstanding NPS\n\nActing as a conduit between the client and Natilik and ensuring the overall relationship is positive\n\nDriving timely renewals\n\nRequirements\nKey Qualities\nAn uncompromising commitment for client service and delivery\n\nOutstanding interpersonal skills, allowing you to communicate effectively with a variety of people\n\nA team player, that can work with teams internally and externally, sharing knowledge, and aiding results\n\nOrganisational skills, allowing you to manage your time effectively and pay close attention to detail\n\nA problem solver, that can find proactive solutions for clients both alone and as part of a team\n\nA chameleon, that can adapt their approach to clients where necessary\n\nExperience\n2 years experience in an externally facing service delivery role (or related) in a Managed Service environment\n\nITIL foundation accreditation desirable\n\nUnderstanding of Natilik’s product offerings desirable - https://www.natilik.com/services/\n\nIntermediate skills with the Microsoft Office Suite\n\nBenefits\nNatilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer:\n25 days annual leave (+ bank holidays) rising with tenure\n\nQuarterly Awards and Bonuses\n\nFlexible Working Policy\n\nCompetitive pension scheme\n\nAccess to Financial Wellness support\n\nIndustry-leading home working and mobility technology\n\nPrivate Medical Insurance\n\nCompany shares (available after One year tenure)\n\nMedicash (Cashback Scheme)\n\nRetail discounts via Medicash\n\nAccess to EAP scheme for you and your household\n\nVehicle lease salary sacrifice scheme (available after One year tenure)\n\nCycle to Work Scheme\n\nAnnual paid volunteering day\n\nEnhanced parental leave\n\nAccess to funding for additional qualifications and courses\n\nAccess to paid study leave","description_format":"text","description_chars":5024,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Flexible schedule","Health insurance","Parental leave"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Professional Services","Real Estate"],"lifecycle":[{"event":"open","at":"2026-09-18T11:35:24Z"}],"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":"2026-10-13T06:20:30+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":32,"band":"fade","label":"Fading","p_open":1,"p_active":0.584,"p_room":0.55,"age_days":34,"expected_fill_days":27,"reasons":["conf:0","win:tail"],"computed_at":"2026-10-13T05:45:00Z"},"pay":{"stated_usd_annual":72858,"is_top_pay":false},"html_url":"https://alion.io/job/natilik-service-delivery-manager","json_url":"https://alion.io/job/natilik-service-delivery-manager.json","meta":{"generated_at":"2026-10-13T19:13:11Z","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":29352,"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":679718},"rest":"https://alion.io/mcp/rest/get_company?id=679718"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnatilik-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%2Fnatilik-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%2Fnatilik-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/natilik-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnatilik-service-delivery-manager"}]}