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Job Title: Service Delivery Manager – Key Account (IT Services) Location: Derby (Hybrid, 3 days on-site per week) Salary: £65-£70k, plus performance-based incentives About the Role We’re seeking an experienced Senior Service Delivery Account Manager to take accountability for a flagship customer account within the engineering and manufacturing sector. The role involves managing a high-profile division focused on complex systems and solutions, ensuring seamless delivery of IT services and fostering a strong client relationship. You’ll work hand-in-hand with a dedicated Programme Manager who leads on delivering high-value IT projects into the business, ensuring alignment with strategic objectives, operational excellence, and continuous improvement across the account. This role is central to the ongoing success of the partnership, and you’ll be a trusted advisor to the client, driving value and spotting opportunities to grow the relationship further. It’s the perfect role for someone who thrives on ownership, collaboration, and stakeholder engagement within large-scale IT environments. Key Responsibilities • Act as the primary point of contact and escalation for the client, overseeing all service delivery activities for the account., • Build and maintain strong working relationships with senior business and IT stakeholders., • Ensure the effective delivery of IT services, projects, and ongoing support aligned with contractual obligations and business needs., • Partner with the Programme Manager to coordinate the delivery of IT projects into the business, ensuring timelines, budgets, and quality expectations are met., • Monitor and report on service performance, proactively addressing any issues or risks., • Identify and develop opportunities for service improvements and expanded engagement across the account., • Lead regular service reviews, reporting on SLAs, KPIs, and key business outcomes., • Maintain a deep understanding of the client’s business and strategic direction to align service delivery accordingly., • Support commercial activities such as renewals, contract growth, and proposal development where opportunities arise. Requirements • Proven background in managing large IT service delivery accounts, • Strong understanding of IT service management principles and project delivery lifecycle., • Excellent stakeholder management skills with the ability to influence at senior levels., • Natural relationship builder – comfortable engaging in commercial conversations and spotting growth potential., • Experience working closely with programme or project management functions in a client-facing role., • Strong analytical and problem-solving skills, with the confidence to drive solutions and improvements., • Based within commuting distance of Derby, with flexibility to be on-site 3 days per week., • Ability to go through SC Clearance About the Company You’ll be joining an organisation that partners with major industry players to deliver technology-driven transformation. They specialise in large-scale managed services, programme delivery, and IT consultancy, combining sector expertise with a collaborative, customer-first mindset. Their ethos is focused on trust, innovation, and building long-term client relationships. What’s In It For You? • The chance to lead a key strategic account with full ownership and visibility., • A role with varied responsibility – operations, client management, and subtle commercial growth., • Hybrid working with flexibility and a supportive team culture., • Opportunities to shape the delivery approach and contribute to further account growth.

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