Service Delivery Manager
We’re recruiting a Service Delivery Manager to act as the primary point of contact for a portfolio of customers, ensuring services are delivered in line with contractual commitments while identifying opportunities to enhance service quality, customer satisfaction, and commercial performance.
This is a highly customer-facing role, working closely with internal teams to manage the full service lifecycle. You’ll be accountable for communication, performance, and outcomes - owning the relationship and ensuring customers see real value from the services delivered.
Key Responsibilities
- Own customer contracts and service obligations, identifying risks, gaps, and mitigation plans
- Plan, lead, and document structured Service Review Meetings with key stakeholders
- Produce and present Service Management Reports, driving continual service improvement
- Act as the escalation point for internal and external service issues
- Work closely with Account Management to align on customer strategy and identify growth opportunities
- Review customer P&Ls to ensure contract profitability and efficient service delivery
- Monitor and report on KPIs, SLAs, and service performance, ensuring expectations are consistently met
- Deliver accurate business reporting, forecasting, and insights to stakeholders
- Support wider service initiatives and collaborate cross-functionally to improve the overall customer experience
What Success Looks Like
- High customer satisfaction scores (NPS and service surveys)
- Strong customer retention and long-term account growth
- Identification and delivery of upsell and revenue-enhancing opportunities
- Profitable, cost-effective service delivery
- Consistent SLA performance and operational excellence
Experience & Qualifications
- ITIL v4 Foundation (essential); additional ITIL certifications advantageous
- Minimum 2 years’ experience in a customer-facing service management role
- Background within IT, Managed Services, or Telecoms
- Strong proficiency in Microsoft Office applications
Skills to Succeed
- Excellent written and verbal communication skills, including senior stakeholder engagement
- Strong negotiation and influencing capability
- Customer-first mindset with a focus on value delivery
- Resilient and comfortable operating in a fast-paced environment
- Highly organised, self-motivated, and able to manage competing priorities
- Proven ability to drive change, meet deadlines, and lead improvement initiatives