Matt Nicholas

Service Delivery Manager @Quostar

Poole, GB

Dedicated Service Delivery Manager within QuoStar, I am responsible for a high-value client generating over £1.5 million in annual revenue. I lead a team of four engineers and serve as the primary point of accountability for all aspects of IT service delivery—ensuring operational excellence, client satisfaction, and strategic alignment with the client’s business goals.In addition to managing day-to-day service delivery, I act as the external IT Manager for the account, fulfilling the roles of Change Manager, Problem Manager, and Risk Manager. I oversee critical service processes, lead monthly service reviews, facilitate quarterly business reviews, and coordinate annual cloud strategy assessments. I also ensure seamless project transitions into business-as-usual (BAU) operations and drive continuous service improvement and cloud optimisation.Key Responsibilities:> Accountable for full service delivery to a key client valued at £1.5M+ annually.> Act as external IT Manager, providing both strategic guidance and operational oversight.> Lead and manage a team of four dedicated engineers.> Perform Change, Problem, and Risk Management functions across the account.> Run monthly service reviews and quarterly business reviews.> Oversee patching schedules, firmware updates, and proactive monitoring.> Manage escalations and client complaints to maintain exceptional satisfaction levels.> Chair Change Advisory Boards (CABs) and maintain governance standards.> Maintain and enhance client CMDBs and internal knowledge systems (SOPs, configurations).> Conduct annual architectural and cloud reviews to drive ongoing improvement.> Identify upsell opportunities and support business development through service insights.

Kingston University

Software Engineering, IT