Job title: Service Delivery Manager
Location: Glasgow (hybrid work available)
Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program and many more
We are seeking a proactive and people‑focused Service Delivery Manager to take ownership of the successful delivery of IT services across a portfolio of clients. In this role, you will act as the key point of contact for service performance, ensuring contracts are delivered effectively, relationships remain strong, and service standards consistently meet expectations.
Join XMA - a leading UK technology solutions company partnering with the biggest names in the industry. Established in the 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector. We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.
What you’ll be doing: Service Delivery Manager
Build and maintain strong client relationships, acting as the primary contact for all service matters.
Lead regular service reviews, monitor SLAs and KPIs, and produce monthly performance reports.
Oversee contract management from transition to closure, ensuring obligations are understood and met by internal teams.
Drive continual service improvements, working with stakeholders to enhance efficiency and reduce risks.
Manage escalations professionally and ensure swift resolution of service issues.
Oversee contract budgets, track P&L performance, and contribute to financial forecasting and margin improvement plans.
What you’ll bring: Service Delivery Manager
Proven experience in service delivery or a similar client‑facing role.
Strong communication skills with the ability to build trust and influence stakeholders.
Confidence managing escalations and navigating service‑related challenges.
Solid commercial awareness and experience working with budgets or P&Ls.
A proactive, improvement‑focused mindset with excellent attention to detail.
We’re proud to be recognised as a Disability Confident Level 3 Employer—the highest level in the UK Government’s scheme. This reflects our ongoing commitment to fostering an inclusive, supportive culture where everyone has the opportunity to thrive. Through our inclusive recruitment practices, we ensure that individuals with disabilities are given fair and equal access to opportunities within our organisation. As part of this commitment, we participate in the Guaranteed Interview Scheme, which offers an interview to any candidate with a disability who meets the essential criteria for the role.
We will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process. If you have any such requirements, please do not hesitate to contact us on our email which is (url removed), we will be happy to action your requests.
Keywords: Service Delivery Manager, IT Service Delivery Manager, Service Management, Client relationship, contract management, escalation, KPI management, customer success, service delivery, SDM
