Service Delivery Manager

Overview

In this role you will oversee a portfolio of customer accounts with revenues between 500k and 4m, ensuring contracts, SLAs and KPIs are translated into operational delivery. You act as a voice for the customer internally, nurturing relationships with clients and internal teams, and collaborating on account planning and growth. You will drive service improvements, cost optimisation and value delivery while safeguarding financial performance and customer satisfaction. This is a hands-on alliance role at Europe’s largest privately-owned IT company, offering hybrid work and clear impact through CSI and continuous service improvement.

Pay / Benefits

• hybrid working
• broad flexible benefits scheme
• 2 paid-for volunteering days a year
• career development opportunities
• competitive salary
• large company benefits

Responsibilities

• Advocate for the customer internally and champion their voice
• Lead or contribute to service improvements to add value and grow revenue while reducing support costs
• Build and maintain strong relationships with customers and internal stakeholders to enable optimal service delivery
• Contribute to Account Plans and support transition, implementation, and retirement of services
• Ensure contract terms and billing are accurate and interpreted correctly by all parties
• Respond to customer queries and proposed changes (e.g., re-baselining) in collaboration with Success/Account teams
• Manage contractual commitments with stakeholders and handle service credits/penalties to minimise financial risk
• Continuously review cost models and delivery approaches to lower delivery costs
• Apply CSI methodologies to improve services with measurable KPIs and reporting
• Maintain CSIPS and ensure reporting tools deliver contracted service insights
• Identify and mitigate operational risks and keep stakeholders informed

Key requirements

• Financial literacy for profitability tracking and cost optimisation
• Knowledge of Managed Services KPIs, processes, and improvements
• Experience in managing formal contracts for product/services delivery
• Strong customer-facing communication at multiple levels
• Ability to multitask and meet deadlines
• Excellent written and verbal communication
• Ability to translate business requirements into service specs for varied audiences
• Data analysis: organize, interpret and present data for context
• Experience with Continual Service Improvement concepts and lifecycle
• Strong problem-solving, mediation, and negotiation skills
• Strategic thinking for long-term challenges and opportunities
• MS Word, PowerPoint, Excel skills for reporting and documentation
• Familiarity with service reporting and risk management processes

• Excellent interpersonal and relationship-building
• Effective written and verbal communication
• Active listening and negotiation
• Word
• PowerPoint
• Excel

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