Customer Delivery Manager

Overview

In this role you drive service delivery for a key account, ensuring contractual commitments, high quality, and customer satisfaction. You lead a virtual delivery team and collaborate with client stakeholders to align services with the customer’s business needs. You identify improvements, manage risks, and report on performance to sustain value and financial targets. The role sits in the Delivery Leadership team and offers exposure to cross-functional initiatives and a one-team mindset.

Responsibilities

• Lead and govern the service delivery to meet promises and customer expectations
• Identify and implement service improvements to enhance quality, efficiency, or alignment with customer needs
• Measure service performance across internal delivery and partner network; drive interventions when needed
• Identify and mitigate risks with commercial impact and ensure risk controls
• Understand the service’s role in the customer’s business and ensure value delivery
• Prepare and present service reports and participate in customer and internal reviews
• Lead Change Delivery to introduce value-added improvements and ensure successful life-cycle transitions
• Coordinate with Group Services and other colleagues to support account strategy and cohesive company messaging
• Manage contracts within scope, ensure compliance, and handle changes
• Oversee financial performance and contribute to forecasting and cost management
• Maintain strong relationships with customer stakeholders and act as primary interface
• Perform line management for direct and virtual reports; support talent development and engagement
• Support communications strategy for the account, both internally and with customers

Key requirements

• Proven ITSM practitioner with experience in service delivery
• ITIL Foundation or equivalent certification
• Experience leading virtual/matrix delivery teams and working with external partners
• Strong stakeholder management and ability to align IT services with customer business
• Willingness to work on client site ( Preston ) at least 3 days/week and handle security clearances (SC/DV) or willingness to obtain
• Collaborative, inclusive, and inspiring leadership style with a focus on value delivery
• Ability to communicate clearly and tell a compelling service story to diverse audiences
• Strategic mindset with capacity and succession planning capabilities

• Collaborative
• Inclusive
• Inspiring
• IT Service Management (ITSM)
• ITIL Foundation
• Change Delivery Management

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