Principal Service Delivery Manager

roctechnologies· Managed Services
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📍 Hybrid📍 London, United KingdomFull Time

About this role

Principal Service Delivery Manager,  South Based


Roc Technologies delivers secure, transformational IT solutions across the UK, combining resilient infrastructure, advanced cyber security, intelligent automation, and modern cloud services. Our services are supported by a 24/7 Managed Services Operations Centre and backed by industry-leading security accreditations.


As a Principal Service Delivery Manager, you will be a senior leader responsible for the overall health, success, and growth of strategic customer relationships. Acting as a trusted advisor, you will ensure services are delivered effectively, customers realise value, and long-term satisfaction and retention are achieved.


This is a high-impact role for someone who thrives at the intersection of service delivery, customer success, and relationship management.


Key Responsibilities

  • 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.


Essential Skills & Experience

  • 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.


Desirable

  • Experience working for a Managed Service Provider (MSP).
  • Strong understanding of enterprise technologies.
  • Experience driving operational or process improvements.


Who You Are

  • Customer-focused, proactive, and solutions-driven.
  • Resilient, adaptable, and commercially aware.
  • A collaborative leader with a strong “One Roc” mindset.

 

Frequently Asked Questions

Is the salary disclosed for the Principal Service Delivery Manager position at roctechnologies?
The salary for this Principal Service Delivery Manager role at roctechnologies is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Principal Service Delivery Manager position at roctechnologies located?
This Principal Service Delivery Manager role at roctechnologies is based in Hybrid, London, United Kingdom. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Principal Service Delivery Manager role at roctechnologies full-time or part-time?
This is listed as a Full Time position. It is posted as a Principal Service Delivery Manager role in the Managed Services department at roctechnologies.
Which team or department does the Principal Service Delivery Manager at roctechnologies belong to?
This Principal Service Delivery Manager position is part of the Managed Services department at roctechnologies. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Principal Service Delivery Manager position at roctechnologies?
Click the "Apply Now" button on this page. You will be redirected to roctechnologies's official application portal hosted on bamboohr where you can submit your application directly.
When was the Principal Service Delivery Manager job at roctechnologies posted?
This Principal Service Delivery Manager position at roctechnologies was posted on Apr 29, 2026. Apply as soon as possible — early applications are often reviewed first.
Principal Service Delivery Manager
roctechnologies
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