We’re looking for an experiencedService Delivery Manager to join our team on a6 month fixed term contract.
In this role, you will take ownership of the delivery and performance of services for key customer accounts, ensuring high levels of service quality, operational performance and customer satisfaction. You’ll act as theprimary service contact for clients, leading strong relationships with stakeholders while ensuring services are delivered in line with contractual commitments.
This is a fantastic opportunity for someone who thrives in aclient-facing service leadership role, enjoys solving complex operational challenges and wants to make a real impact in a fast-paced services environment.
The Role
As Service Delivery Manager, you’ll be responsible for theend-to-end delivery of services for nominated customer accounts, ensuring service performance meets agreed SLAs and customer expectations.
You will work closely with internal delivery teams, third-party suppliers and customer stakeholders to ensure services run smoothly, issues are resolved quickly, and opportunities for improvement are identified and delivered.
You will also act as asenior escalation point for service issues, ensuring challenges are addressed proactively while maintaining strong customer confidence and trust.
Key Responsibilities
- Lead thedelivery of all services to assigned customer accounts, ensuring strong performance against agreed SLAs.
- Act as theprimary relationship owner for service delivery with key client stakeholders.
- Manage service delivery teams, third-party suppliers and internal delivery functions to ensure effective delivery.
- Lead the resolution of service issues, including developing and implementingservice recovery or “get well” plans where required.
- Work with Integration and Deployment teams to ensuresmooth onboarding of new services and controlled service transitions.
- Produce and presentservice performance reports and management information to customers.
- Identify opportunities to improveservice performance, productivity and cost efficiency.
- Act as theescalation point for major service delivery issues.
- Ensure accurate and timelybilling for services delivered and support effective management of account revenue.
- Supportgrowth opportunities within existing accounts, working alongside sales teams where appropriate.
- Maintain awareness ofcustomer priorities, market trends and competitor activity.
- Provide leadership and guidance to team members supporting the account to ensure high performance and strong collaboration.
What we’re looking for
We’re looking for someone who combinesstrong client relationship management with operational service delivery expertise.
You’ll be confident managing complex accounts and balancingcustomer expectations, service performance and commercial outcomes.
Essential Experience
- Provenservice delivery or account management experience within a technology or services environment.
- Experience managingcomplex client accounts and delivering against contracted SLAs.
- Strong experience conductingservice reviews with customers and suppliers.
- Experience managingthird-party suppliers and underpinning service agreements.
- Experience leadingservice onboarding, operational changes or transitions.
- Strong stakeholder management skills with the ability tochallenge constructively and manage expectations.
- Demonstrated ability to driveservice improvement initiatives.
- Resilience and problem-solving capability when managingcomplex or high-pressure service issues.
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