Customer service, Callcenter, Support jobs

IT Service Delivery Manager | Edinburgh | Hybrid Working | Competitive Pay & Benefits

Ready to take ownership of service delivery that really makes a difference?

At Quorum, technology is about people. As one of Scotland's largest Microsoft Partners and a Microsoft Direct Cloud Solutions Provider (CSP), we help organisations transform the way they work through innovative managed services, cloud solutions and expert consultancy.

We're looking for an experienced IT Service Delivery Manager to become the trusted advisor for a portfolio of clients, ensuring exceptional service delivery, driving continual improvement and building long-term partnerships. If you're passionate about customer success, thrive in a fast-paced managed services environment and enjoy bringing together technical experts to solve business challenges, we'd love to hear from you.

What you'll be doing

As the face of our Managed Services team for your clients, you'll ensure services are delivered to the highest standard while identifying opportunities to add value and strengthen relationships.

You'll:

Own the ongoing success and satisfaction of a portfolio of managed service clients.
Lead engaging service review meetings, presenting performance, insights, recommendations and future opportunities.
Build trusted relationships with key stakeholders, becoming their go-to service advisor.
Drive continual service improvement initiatives that deliver measurable business value.
Manage service escalations, ensuring issues are resolved quickly with clear communication throughout.
Coordinate customer communications during major incidents and oversee post-incident reviews.
Monitor SLA performance, identify trends and produce insightful monthly service reports.
Support contract renewals, service proposals and commercial discussions.
Collaborate closely with technical consultants and engineers to deliver outstanding customer outcomes.
Champion service excellence and contribute to best practice across the Managed Services team.
What we're looking for

Experience in an IT Service Delivery, Service Management or Customer Success role within Managed Services.
Strong knowledge of ITIL principles and service management best practice.
A proven track record of managing client relationships and exceeding service expectations.
Experience presenting to senior stakeholders and confidently leading customer meetings.
Excellent communication, organisation and stakeholder management skills.
Experience managing SLA-driven services and continual improvement initiatives.
The ability to prioritise multiple customers and thrive in a busy, fast-moving environment.
It would be great if you also have experience with:

Microsoft 365 (Exchange Online, SharePoint and Teams)
Microsoft Azure and cloud technologies
IT Service Management (ITSM) platforms
Cyber security best practices
Endpoint management and identity services
Microsoft server and desktop technologies
Why Quorum?

At Quorum, our people are our biggest strength.

As an employee-owned business, every member of the team contributes to our success. We invest heavily in our people, encourage continuous learning and have built a collaborative culture where careers flourish.

When you join Quorum, you'll enjoy:

Competitive salary
Annual performance bonus opportunities
Employee-owned business with a collaborative culture
Private healthcare
Contributory pension
Buy and sell annual leave scheme
Home broadband paid for
Dedicated annual technical training budget
Microsoft certification bonuses
Ongoing learning and career development
Award-winning family-friendly and flexible working culture
High employee retention and genuine work-life balance
Join a team that loves technology

If you're passionate about delivering exceptional customer service, building lasting client relationships and working alongside some of Scotland's leading Microsoft specialists, we'd love to hear from you.

Apply today and help shape the future of managed services at Quorum