Roc Technologies

Principal Service Delivery Manager

Roc Technologies

full-time

Posted on:

Location Type: Hybrid

Location: Esher • United Kingdom

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Job Level

Lead

Tech Stack

ITSM

About the role

  • Build and maintain strong, senior-level customer relationships.
  • Own the end-to-end success of strategic and business-critical customers.
  • Ensure services meet contractual commitments, SLAs, and customer expectations.
  • Lead and manage onsite service teams.
  • Drive customer satisfaction, retention, and advocacy.
  • Identify service risks, issues, improvement opportunities, and growth potential.
  • Manage customer escalations to timely resolution.
  • Report on service performance, customer health, KPIs, and SLAs.
  • Collaborate cross-functionally to deliver continual service improvement.
  • Contribute to account strategy, communications, and business development.
  • Champion a “Our Customer, One Roc” culture and coaching mindset.

Requirements

  • 5+ years’ experience in IT service management or large-scale IT service delivery.
  • Strong stakeholder management, including C-suite engagement.
  • Experience leading or coaching teams.
  • Excellent communication, organisation, and customer-focused skills.
  • Comfortable in fast-paced, high-pressure environments.
  • Eligible and willing to obtain Security Clearance.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT service managementlarge-scale IT service deliveryservice performance reportingKPI managementSLA management
Soft Skills
customer relationship managementstakeholder managementteam leadershipcoachingcommunicationorganizationcustomer focusproblem-solvingadaptabilitycollaboration
Certifications
Security Clearance