Service Delivery Manager

As a Service Delivery Manager, you will be responsible for leading strategic client relationships and ensuring the successful delivery of high-quality services across a portfolio of accounts. Acting as a trusted advisor to customers, you will work closely with senior stakeholders, the wider Service Delivery team, Technical Consultants, and business leadership to drive service excellence, customer satisfaction, operational effectiveness, and business growth.
You will play a key role in governance, financial oversight, risk management, service improvement, and the identification of opportunities to expand and strengthen customer partnerships.
Roles & Responsibilities
Strategic Client Management: Develop and maintain strong relationships with key customer stakeholders, acting as the primary escalation and governance point of contact.
Service Reporting & Governance: Own the production and presentation of customer-facing and internal service reports, providing insights, recommendations, and performance trends.
Executive Service Reviews: Lead regular service and governance reviews with customers, ensuring service performance aligns with contractual obligations and business objectives.
Customer Success & Escalation Management: Proactively manage escalations, service issues, risks, and customer requirements, ensuring timely resolution and stakeholder communication.
Financial Management: Oversee invoicing, account profitability, and commercial performance across assigned accounts.
Forecasting & Commercial Oversight: Lead monthly forecasting activities for revenue and project costs, identifying risks, opportunities, and corrective actions to achieve financial targets.
Compliance & Best Practice: Ensure adherence to ISO20000 standards, ITIL best practices, and organisational governance requirements.
Continual Service Improvement: Drive service improvement initiatives, leveraging customer feedback, performance metrics, and industry best practices to enhance service delivery.
Risk & Business Continuity Management: Identify, assess, and mitigate operational and business risks while ensuring robust business continuity plans are maintained.
Customer Satisfaction: Take ownership of customer satisfaction metrics, developing and implementing action plans to drive continuous improvement.
Business Development & Growth: Identify and cultivate opportunities for additional services, projects, and strategic engagements within existing customer accounts.
Leadership & Mentoring: Provide guidance and mentorship to Service Delivery Managers and wider team members, promoting best practice and professional development.
Qualifications, Essential Skills & Experience
Experience: 10+ years of experience in Service Delivery Management, with a proven track record of managing complex customer environments and strategic accounts.
Language: Fluent English, both written and spoken.
Stakeholder Management: Ability to engage and influence senior business and technical stakeholders both internally and externally.
Communication: Excellent verbal, written, presentation, and negotiation skills.
Customer Relationship Management: Strong background in customer engagement, service governance, and executive stakeholder management.
Analytical Skills: Highly developed analytical and problem-solving capabilities with a data-driven approach to decision making.
Revenue Growth: Demonstrated success in identifying, developing, and securing revenue-generating opportunities within existing accounts.
Financial Acumen: Strong experience managing account financials, including forecasting, budgeting, invoicing, and profitability management.
Process & Governance: Proven ability to operate effectively within a process-driven, service-oriented environment.
Leadership: Experience leading cross-functional teams and mentoring colleagues to deliver exceptional customer outcomes.
Initiative: Self-motivated and capable of independently driving priorities, managing competing demands, and escalating appropriately.
Teamwork: Collaborative team player with a strong customer-centric mindset.
ITIL Expertise: ITIL v4 Certified with strong practical experience across Service Design, Service Transition, Service Operations, and Continual Service Improvement.

Employment type
Full-time

Work arrangement
Hybrid