Job Description
Are you passionate about delivering exceptional customer service and driving continual service improvement? We’re looking for a Service Delivery Manager to act as the key point of contact for assigned customers, ensuring we deliver against contractual commitments while identifying opportunities for service and revenue enhancement.
This is a customer-facing and internally collaborative role, where you’ll be responsible for managing customer relationships with all key stakeholders throughout the service lifecycle—delivering clear communication, maintaining accountability, and driving satisfaction across all touchpoints. The successful candidate will be expected to work from the customer site one day per week.
Key Responsibilities
* Own the customer contract and service obligations, identifying risks or gaps and implementing mitigation strategies.
* Provide requested information to support the creation of structured Service Review Meetings with key stakeholders.
* Act as the escalation point for internal and external stakeholders to drive high levels of customer satisfaction.
* Partner with Sales Management to align on strategic goals and drive new opportunities as required.
* Provide any requested information to support the Service Manager to assist in maintaining customer KPIs, SLAs, and service performance to meet customer expectations.
* Drive broader service initiatives and collaborate across departments to improve customer experience.
What Success Looks Like
* High levels of customer satisfaction (NPS & service management surveys)
* Strong customer retention and account growth
* Increased revenue and identification of upsell opportunities
* Profitability through great customer experience
Skills to Succeed
* Exceptional communication skills (written and verbal), including executive-level engagement
* Strong negotiation and influencing ability
* Customer-centric mindset with a passion for delivering value
* Resilience and ability to thrive in a fast-paced, demanding environment
* Organised, self-motivated, and capable of managing competing priorities
* Skilled at driving change, meeting deadlines, and leading improvement initiatives
Qualifications
* 2+ years of experience in a customer-facing role
* Background in IT, Managed Services, or Telecoms industry
* Experience managing multiple customers/accounts
* Proficient in Microsoft Office applications
* Familiarity with ServiceNow or similar ITSM platforms
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