Service Delivery Manager

We are seeking an experienced Service Delivery Manager to join our client in a key account management role, overseeing the successful delivery of technical services across two major customer accounts.

This is not a business development or new business position. Instead, you will focus on building strong, long-term client relationships, ensuring contractual commitments are met, and delivering an exceptional customer experience.

Working closely with internal teams and customers, you will combine commercial awareness with operational excellence to ensure service performance aligns with contractual obligations. You will monitor KPIs, manage Service Level Agreements (SLAs), identify opportunities for service enhancement, and present solutions that add value to your customers.

The successful candidate will ideally be degree educated and have previous experience within a technical service environment, managing high-value customer accounts with fixed contractual agreements.

You will possess exceptional attention to detail, with a thorough understanding of contractual documentation and the ability to quickly interpret contractual clauses to ensure compliance and effective service delivery.

As the role involves regular visits to customer sites, you should be comfortable travelling as required.

• Develop and maintain strong, long-term relationships with key customer stakeholders.
• Act as the primary point of contact for your allocated accounts.
• Manage Service Level Agreements (SLAs) and ensure contractual obligations are consistently achieved.
• Monitor service performance against agreed KPIs and identify areas for improvement.
• Conduct regular customer review and performance meetings.
• Prepare and present detailed service and performance reports.
• Identify, investigate and resolve customer issues in a timely manner.
• Escalate complex issues to the appropriate internal teams and ensure effective follow-up through to resolution.
• Track outstanding actions and drive them to completion.
• Identify opportunities to enhance existing services and support account growth.
• Develop and present commercial proposals aligned to customer requirements.
• Drive continuous process improvement to enhance service quality and operational efficiency.

To be successful in this role, you will demonstrate:

• Previous experience in a Service Delivery, Technical Account Management or Customer Success role.
• Experience managing technical services within a contractual or SLA-driven environment.
• Excellent commercial awareness and customer relationship management skills.
• Strong analytical and problem-solving abilities.
• Outstanding organisational skills with meticulous attention to detail.
• Excellent written and verbal communication skills, including presentation experience.
• The ability to build credibility with both customers and internal stakeholders.
• A proactive approach with a focus on continuous improvement.