We are looking for a highly organised and customer focused Service Delivery Manager to ensure the seamless delivery of services to our clients. In this key role, you will be responsible for maintaining strong customer relationships, managing service performance, and ensuring contractual commitments are consistently met.
Working closely with internal teams and stakeholders, you will oversee day-to-day service operations, proactively address issues, and drive continuous improvement initiatives. Your ability to combine operational excellence with a strong customer focus will be essential in delivering a first-class service experience and supporting the long-term success of our clients.
Roles and Responsibilities
* Act as the primary point of contact for assigned clients, ensuring service levels are met and exceeded.
* Oversee day to day delivery of services, managing incidents, requests, and changes in line with agreed SLAs.
* Build and maintain strong relationships with clients, understanding their business needs and priorities.
* Conduct regular service reviews, producing performance reports and identifying areas for improvement.
* Collaborate with internal teams to resolve escalations quickly and effectively.
* Ensure compliance with contractual obligations and industry standards.
* Lead continuous improvement initiatives to enhance service quality and operational efficiency.
* Support project delivery where services are impacted, ensuring smooth transitions and minimal disruption.
Qualifications and Experience
* Proven experience in a Service Delivery Manager or similar client facing role, ideally within IT or managed services.
* Strong understanding of ITIL principles and service management best practices (ITIL certification desirable).
* Excellent organisational, communication, and stakeholder management skills.
* Demonstrated ability to manage multiple priorities in a fast paced environment.
* Strong analytical and problem-solving skills, with a proactive approach to issue resolution.
* Experience with service reporting, KPI tracking, and performance improvement.
* Competence in interpreting and managing service contracts and SLAs.
* Familiarity with ITSM tools, ServiceNow or Halo PSA
* Ability to lead, motivate, and develop team members.