Service Delivery Manager
A leading provider of NextGen technology solutions, delivering innovative services across Cloud, Data & AI, Enterprise Applications, Workplace Services, and Cyber Security & Networking. With a highly skilled and diverse team, the company supports organisations on their digital transformation journey, offering comprehensive solutions to address complex business challenges.
Job Description – Service Delivery Manager
The Service Delivery Manager (SDM) plays a vital role in overseeing the full lifecycle of service delivery for clients, ensuring all contractual obligations and service levels are met. This role requires a proactive approach to service management, working closely with internal teams to maintain high standards and fostering strong relationships with customers to drive continuous improvement and satisfaction.
Key Responsibilities:
Act as the main point of contact for customers, ensuring effective communication and relationship management.
Continuously seek opportunities to enhance service quality and efficiency.
Ensure all service level agreements (SLAs) and contractual obligations are consistently met.
Develop and maintain strong working relationships with internal delivery teams and key stakeholders.
Engage regularly with customers to strengthen relationships and improve service perception.
Identify and manage risks to maintain service stability and mitigate potential issues.
Monitor financial performance for assigned accounts, ensuring all provided services are financially covered.
Identify opportunities to expand service offerings and collaborate with sales teams to drive business growth.
Adhere to ITIL service management principles to maintain best practices in service delivery.
Identify and address process inefficiencies, working with stakeholders to refine and optimise workflows.
Participate in Change Management processes, ensuring customer interests are represented in decision-making.
Maintain up-to-date knowledge of service offerings, technical capabilities, and operational processes.
Skills & Experience Required:
Minimum of 8 years’ experience in service delivery management, overseeing large and complex customer accounts.
Proven ability to drive continuous service improvements and implement innovative solutions.
Experience in resolving service-related issues and improving customer satisfaction.
Strong ability to set and manage customer expectations effectively.
Track record of identifying and securing additional business opportunities within existing accounts.
Excellent communication and interpersonal skills, with the ability to adapt to different audiences.
Eligibility for security clearance is required.
Additional Information:
This role is primarily remote; however, candidates must be based in the UK and be willing to travel to client sites across England as required.
Salary:
Up To £75,000 - £85,000