Service Delivery Manager

Service Delivery Manager Remote | Unlimited Holiday | Own the customer experience — driving value, retention, and growth. Infinity 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. With 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. We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure. Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment. We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs. Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry. Role Overview: This 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. You’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. At its core, this is about turning service delivery into a competitive advantage - where customers stay, expand, and advocate because of how well we deliver. What you’ll be doing Customer ownership & relationship management Take full ownership of the service relationship for your customers — building trust, managing expectations, and ensuring they see clear, ongoing value. Service performance & improvement Ensure services are delivered consistently to a high standard, using data and insight to identify gaps and drive continuous improvement. Incident leadership & accountability Own critical issues end-to-end — coordinating teams, communicating clearly, and ensuring problems are resolved and learned from. Commercial awareness & growth Spot opportunities to improve, expand, or evolve services based on customer needs — contributing to account growth and long-term value. Cross-team alignment Bring together support, delivery, and sales to create a joined-up customer experience, removing silos and driving shared accountability. Operational effectiveness Ensure the right processes, standards, and ways of working are in place — and actually used — to deliver consistently and efficiently. The kind of problems you’ll solve A key customer is losing confidence due to recurring service issues Support, projects, and account management aren’t aligned — causing a fragmented experience Service performance data exists but isn’t driving action or improvement High-value incidents aren’t being managed with enough visibility or ownership Customers don’t fully understand the value they’re getting from their services Opportunities to grow accounts are missed because insight isn’t surfaced Processes exist but aren’t being followed consistently or effectively Costs are rising without a clear link to improved customer outcomes What sets you apart You think in terms of outcomes and customer impact, not just process You take ownership — especially when things go wrong You balance customer needs with commercial reality You’re comfortable challenging internally to improve the customer experience You connect the dots across teams, rather than working in silos You use data to drive decisions, not just report on performance You stay calm and decisive under pressure, particularly during incidents You naturally build trust with both customers and internal teams Your impact On the business: Higher retention, stronger account growth, and more predictable service performance On customers: A clear, consistent experience where services deliver real value — not just uptime On the team: Better alignment, clearer accountability, and a stronger focus on outcomes over activity What it’s like here Ambitious, but not political High standards, but pragmatic People who care about doing things properly - not just hitting numbers You’ll get: Real ownership of how sales evolves Freedom to change things that don’t work A team open to being challenged and developed Direct access to leadership and influence over direction What you get Unlimited annual leave Private healthcare, life assurance, company shares Electric car scheme Flexible / remote working (with access to Tunbridge Wells & Paddington) Team and company socials, including Illuminate Awards