Presidio, Where Teamwork and Innovation Shape the Future At Presidio, we’re at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses—and their customers—to achieve more through innovation, automation, and intelligent insights.The RolePresidio wishes to recruit an experienced Service Delivery Manager. This role will ensure a high standard of technical excellence in all aspects of service delivery for Presidio customers across our managed services customer base. Key to this role is to drive a highly available and highly secure Service and to ensure all aspects of the delivery of our Services are in line with agreed SLA’s and KPI’s, the Service Management Office standard and customer expectations.Responsibilities include:Client Service DeliveryWork with all technical departments to ensure delivery of managed services as appropriate, in line with agreed processes and SLA’sBe the main point of contact for the day-to-day SLA management of all Service Delivery mattersEscalate significant issues to the senior management Team as appropriate with potential courses of resolution on an as needs basisBuild, Develop and maintain lasting client relationshipsEnsure the highest standards of change-control to ensure zero-impact on clients’ business continuityIdentify opportunities for development within the Client environmentStrategic AdvisoryCommunicate effectively with clients to identify the future needs of the ServiceProvide support and advice on specific technology used within the Managed ServicesPresent on the Scheduled health check and work with the Client and internal teams in managing the remediation programGovernance and AssuranceProvide scheduled reports on the SLAs and the service KPIs to the customerMeet with customer to discuss the level of Service and present the Service Management reportsDevelop and maintain the Service Improvement plan where appropriateEnsure best practice is put in place for documentationEnsure our processes are being followed in line with ITIL and our compliance standardsBe Responsible for ensuring compliance with all ISMS policies and Procedures with Presidio EU and support the ISMS continuous improvement processInternal Management Service improvement and Development and DeliveryServe as the Internal customer expert representative across the business and to clientsWork closely with all service delivery staff to ensure that all clients are being serviced to agreed SLAsManage the P and L for our enterprise clientsProvide regular progress reports to Senior managementSecurityUnderstand the customers Security posture and work with the Internal Teams to drive improvements in the PostureEscalate any cyber security incidents as requiredPresent on the Cyber security roadmapWork with the Security Assurance Team to provide and present on security compliant reportsLeadership/ TeamworkDotted line management of the onsite teams, working with them to plan and prioritise workloadsPlay a Leadership role for our clients and develop and foster teamwork amongst the individuals and teams supporting the clientsRequired Skills and Professional ExperienceThis role will require the development of an in depth knowledge on the use of the various technology platforms used in the delivery of Presidio EU Services including:Managed IT as a Service\Cyber Security as a Service\Backup as a Service\DR as a Service\Cloud Services (IaaS, PaaS)Essential Security knowledgeAbility to provide leadership to both onsite and virtual teamsExceptional customer-facing skillsStrong organisational skillsIn-depth knowledge of escalation procedures, incident management, and other disciplines related to service deliveryStrong organisational skillsAbility to manage and prioritise tasks efficientlySolid resource planning and problem-solving skillsExcellent verbal and written communication skillsPreferred Skills and Professional Experience Minimum of 8 years of experience working in an operations service delivery environment. Preferably a technology services companyCertified in ITIL (Information Technology Infrastructure Library) foundation or Practitioner level is desiredCertification in Security is desirableYour future at PresidioJoining Presidio means stepping into a culture of trailblazers—thinkers, builders, and collaborators—who push the boundaries of what’s possible. With our expertise in AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you’ll be part of a team that is shaping the future.Ready to innovate? Let’s redefine what’s next—together.About PresidioAt Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio’s expert technical team develops custom applications, provides managed services, enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information, visit www.presidio.com. Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our careers email address, Presidio employees or any other means. Presidio is not responsible for any fees related to unsolicited resumes/CVs.#LI-DC1
#J-18808-Ljbffr