Principal Service Delivery Manager

Roc Technologies

Principal Service Delivery Manager overseeing IT service solutions and senior-level customer relationships in London. Fostering customer satisfaction and managing service delivery in a hybrid environment.

Posted 5/2/2026full-timeLondon • 🇬🇧 United KingdomLeadWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Roc Technologies Website LinkedIn All Job Openings 201 - 500 employees Founded 2013 🔒 Cybersecurity 🏢 Enterprise 🤝 B2B Cybersecurity
Enterprise
B2B Roc Technologies is a UK-based managed services and IT consultancy that designs, builds and operates secure, high-performance network and cloud infrastructure for public and private sector organisations. It offers networking transformation (physical cabling, AI-driven wireless, SASE), cloud modernisation and cloud security, cyber consulting and incident management, penetration testing and vulnerability management, managed SOC and managed services, and hyperautomation and professional services to help organisations modernise and secure their IT estates. Principal Service Delivery Manager 🔥 29 minutes ago 🏢🏡 London – Hybrid ⏰ Full Time 🔴 Lead 👔 Manager Apply Now Find Hiring Managers Customize resume for this job Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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.
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Hard Skills & Tools

IT service managementlarge-scale IT service deliveryservice performance reportingKPI managementSLA management

Soft Skills

customer relationship managementstakeholder managementteam leadershipcoachingcommunicationorganizational skillscustomer focusproblem-solvingadaptabilitycollaboration

Certifications

Security Clearance