Service Delivery Manager

Overview

In this role you lead Asset Information Services across Cambridge and Macclesfield, directing a team of Asset Information Specialists to manage engineering documentation, EDMS, and asset data. You serve as the primary operational contact for the client, drive service performance, and lead continuous improvement initiatives. You collaborate with Facilities Management, Engineering, and Projects to optimize information management. This position operates in a regulated, quality-controlled environment and requires cross-site coordination.

Responsibilities

• Lead the delivery of Asset Information Services and meet KPI/SLA targets
• Act as main operational interface for the client and manage relationships and escalations
• Drive governance, audits, performance monitoring, and continuous improvement activities
• Oversee budgets, resource planning, forecasting, and financial reporting
• Support Facilities Management, Engineering, and Project teams with information management solutions
• Coordinate cross-site work between Cambridge and Macclesfield
• Manage EDMS and asset information records and ensure data quality
• Lead and develop a team of Asset Information Specialists

Key requirements

• Proven experience leading service delivery or operational teams
• Strong stakeholder and client relationship management skills
• Experience managing SLAs, KPIs, and contractual obligations
• Demonstrable people management and team development experience
• Budget management, forecasting, and operational performance expertise
• Experience in regulated or quality-controlled environments

• Stakeholder management
• Leadership and people development
• Effective communication
• EDMS platforms and digital asset information systems
• Understanding of BIM, CAD, engineering drawings, or asset data management
• Experience in pharmaceutical, life sciences, manufacturing, or other regulated sectors

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