Senior Service Delivery Manager

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 Role

Presidio 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 Delivery

Work with all technical departments to ensure delivery of managed services as appropriate, in line with agreed processes and SLA's

Be the main point of contact for the day-to-day SLA management of all Service Delivery matters

Escalate significant issues to the senior management Team as appropriate with potential courses of resolution on an as needs basis

Build, Develop and maintain lasting client relationships

Ensure the highest standards of change-control to ensure zero-impact on clients' business continuity

Identify opportunities for development within the Client environment

Strategic Advisory

Communicate effectively with clients to identify the future needs of the Service

Provide support and advice on specific technology used within the Managed Services

Present on the Scheduled health check and work with the Client and internal teams in managing the remediation program

Governance and Assurance

Provide scheduled reports on the SLAs and the service KPIs to the customer

Meet with customer to discuss the level of Service and present the Service Management reports

Develop and maintain the Service Improvement plan where appropriate

Ensure best practice is put in place for documentation

Ensure our processes are being followed in line with ITIL and our compliance standards

Be Responsible for ensuring compliance with all ISMS policies and Procedures with Presidio EU and support the ISMS continuous improvement process

Internal Management Service improvement and Development and Delivery

Serve as the Internal customer expert representative across the business and to clients

Work closely with all service delivery staff to ensure that all clients are being serviced to agreed SLAs

Manage the P and L for our enterprise clients

Provide regular progress reports to Senior management

Security

Understand the customers Security posture and work with the Internal Teams to drive improvements in the Posture

Escalate any cyber security incidents as required

Present on the Cyber security roadmap

Work with the Security Assurance Team to provide and present on security compliant reports

Leadership / Teamwork

Dotted line management of the onsite teams, working with them to plan and prioritise workloads

Play a Leadership role for our clients and develop and foster teamwork amongst the individuals and teams supporting the clients

Required Skills and Professional Experience

This 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 knowledge

Ability to provide leadership to both onsite and virtual teams

Exceptional customer-facing skills

Strong organisational skills

In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

Strong organisational skills

Ability to manage and prioritise tasks efficiently

Solid resource planning and problem-solving skills

Excellent verbal and written communication skills

Preferred Skills and Professional Experience

Minimum of 8 years of experience working in an operations service delivery environment.

Preferably a technology services company

Certified in ITIL (Information Technology Infrastructure Library) foundation or Practitioner level is desired

Certification in Security is desirable

Your future at Presidio

Joining 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 Presidio

At 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

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.

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