Service Delivery Manager

We’re recruiting a Service Delivery Manager to act as the primary point of contact for a large, dedicated public sector customer. This role goes beyond traditional operational service management. We’re looking for a dynamic, strategic professional who can take a consultative approach, guiding the customer through Continual Service Improvement while ensuring services are delivered in line with contractual commitments.

You will own the relationship end-to-end, ensuring service excellence while proactively identifying opportunities to enhance quality, increase customer satisfaction, strengthen commercial performance, and drive long-term value.

This is a highly customer-facing, strategically focused position where influence, insight, and leadership are as important as operational control.

• Own the customer contract and service obligations, identifying risks, gaps, and mitigation plans
• Act as a trusted advisor to the customer, providing strategic guidance on service performance and improvement initiatives
• Lead Continual Service Improvement planning and execution, moving the relationship from reactive to proactive value delivery
• Plan, chair, and document structured Service Review Meetings with senior stakeholders
• Produce and present insightful Service Management Reports that focus not just on performance, but on improvement and forward planning
• Act as the senior escalation point for internal and external service issues
• Collaborate closely with Account Management to align on customer strategy and identify growth and value-enhancing opportunities
• Review customer P&Ls to ensure contract profitability, cost control, and commercially sound service delivery
• Monitor and report on KPIs, SLAs, and service performance, ensuring expectations are met while identifying improvement opportunities
• Deliver accurate business reporting, forecasting, and strategic insights to internal and external stakeholders
• Work cross-functionally to drive service evolution and enhance the overall customer experience

• The customer views you as a strategic partner, not just a service manager
• Measurable Continual Service Improvement initiatives delivered and embedded
• High customer satisfaction scores, including 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 alongside visible service maturity and evolution

• 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
• Experience managing enterprise or public sector customers desirable
• Demonstrable experience taking a strategic and consultative approach to service delivery
• Strong commercial awareness, including experience reviewing P&L performance
• Experience managing multiple customers or accounts concurrently
• Familiarity with ServiceNow or similar ITSM platforms
• Strong proficiency in Microsoft Office applications

• Excellent written and verbal communication skills, with confidence engaging senior stakeholders
• Strong influencing and negotiation capability
• Strategic thinker with the ability to translate data into actionable improvement plans
• Customer-first mindset with a focus on long-term value creation
• Resilient and comfortable operating in a fast-paced, high-visibility environment
• Highly organised, self-motivated, and able to manage competing priorities
• Proven ability to drive change, lead improvement initiatives, and deliver against deadlines