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Job Summary
The Service Delivery Manager is responsible for the commercial, contractual, and operational governance of managed services across assigned customers, ensuring delivery aligns with agreed specifications, service quality standards, and business outcomes. The role combines financial accountability, service performance management, and customer relationship leadership, while working collaboratively across internal teams to drive continuous improvement and deliver a high-quality customer experience.
What you will do
- Service Governance & Contract Management
- Ensure services are delivered in line with contractual scope, SLAs and customer expectations
- Maintain governance artefacts including service management plans, improvement plans, risks, and service documentation
- Lead service reviews, governance forums, and QBRs with actionable outputs
- Govern scope changes, consumption, and out-of-scope activity in line with contractual and commercial controls
- Maintain visibility of contractual obligations, renewals, and service commitments
- Ensure compliance with audit and regulatory requirements
- Commercial & Financial Management
- Maintain awareness of cost-to-serve and service profitability across accounts
- Support accurate billing, consumption tracking, and revenue protection
- Identify risks, variances, and optimisation opportunities impacting service delivery
- Highlight and support service-led growth opportunities in collaboration with account teams
- Contribute to commercial positioning through strong stakeholder relationships
- Service Delivery Oversight & ITSM
- Oversee service performance across Incident, Request, Change, and Problem Management
- Maintain visibility of service health, escalations, and operational risks
- Support critical incident management, post-incident reviews, and service recovery activity
- Drive proactive risk mitigation, stability improvement, and service optimisation
- Promote adherence to ITSM best practice while ensuring practical delivery outcomes
- Reporting & Insight
- Produce accurate, meaningful service reporting aligned to contractual and customer requirements
- Analyse operational performance data to identify trends, risks, and improvement opportunities
- Present clear insights and recommendations to customers and internal stakeholders
- Support informed decision-making through data-led service reviews
- Customer Relationship & Escalation Management
- Act as the primary point of contact and escalation for service-related matters
- Build trusted relationships through transparent, responsive, and outcome-focused engagement
- Provide clear communication during service disruptions and critical issues
- Act as a trusted advisor, aligning service delivery to customer objectives and priorities
- Cross-Functional Leadership & Coordination
- Coordinate internal teams to remove blockers and ensure aligned, timely service delivery
- Facilitate collaboration across operational, technical, and commercial teams
- Drive accountability and ownership across service delivery functions
- Promote a high-performance, collaborative culture focused on continuous improvement
- Continuous Improvement & Optimisation
- Identify and deliver service improvements, automation, and efficiency gains
- Maintain and track improvement initiatives via service improvement plans where required
- Provide feedback to improve internal processes, workflows, and delivery models
- Analyse internal and third-party processes to optimise service performance
- Contribute to ongoing service innovation and evolution aligned to customer needs
What we expect of you
Required
- ITIL Foundation (v3 or v4) or equivalent experience
- Experience within Managed Services or IT Service Delivery environments
- Strong understanding of ITSM methodologies and tools
- Experience in service reporting, governance, and customer engagement
- Strong analytical and problem-solving capability
- Ability to translate technical delivery into business outcomes
Desirable
- Advanced ITIL or relevant service management certifications
- Experience with platforms such as ServiceNow and/or Salesforce
- Experience working in commercially driven service environments
Success Measures
- SLAs and contractual commitments consistently achieved
- High service quality with proactive issue resolution and improvement
- Strong customer satisfaction, trust, and advocacy
- Accurate, insight-driven reporting and governance
- Effective cost management and protection of service margins
- Clear evidence of continual service improvement and optimisation
- High levels of customer retention and renewal readines
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