📋 Job Specification: Service Delivery Manager / Account Manager (Tech Consultancy)
Location: Manchester (Hybrid)
Type: Full-time, Permanent
Salary: Up to £50k + Bonus
🚀 About Us
We are a fast-growing technology consultancy partnering with some of the most innovative organisations across SaaS, cloud, cybersecurity, and enterprise software sectors.
Our focus is on delivering best-in-class solutions, helping our clients scale, optimise, and transform their operations.
As part of our next phase of growth, we are looking for a talented Service Delivery Manager / Account Manager to strengthen client relationships, oversee project delivery excellence, and drive long-term customer success.
The Opportunity
In this dual Service Delivery and Account Management role, you will:
•Act as the key interface between our clients and internal delivery teams.
•Own the successful delivery of technology projects and ongoing services.
•Drive customer satisfaction, retention, and account growth.
•Ensure the quality of service meets or exceeds client expectations.
•Identify and help close opportunities for upsell, cross-sell, and value expansion.
You’ll work closely with technical consultants, project managers, and leadership to build strong, trusted relationships with enterprise and mid-market clients.
📋 Key Responsibilities
Service Delivery:
•Oversee the end-to-end service lifecycle for assigned client accounts.
•Proactively manage service performance, SLAs, and KPIs.
•Lead service reviews and regular check-ins with clients.
•Act as the first point of escalation for service-related issues.
•Ensure timely resolution of incidents, problems, and change requests.
Account Management:
•Build deep, trusted relationships with client stakeholders at all levels.
•Understand clients’ business goals and challenges to identify ways we can add value.
•Collaborate with technical and commercial teams to develop account plans.
•Track renewals, upsells, and client satisfaction metrics.
•Identify risks to retention or growth early and develop mitigation strategies.
About You
•3–6+ years experience in service delivery, client success, technical account management, or similar roles within technology or consultancy.
•Strong background in SaaS, cloud, infrastructure, or enterprise software services. •Exceptional client relationship management skills.
•Ability to manage multiple client accounts simultaneously.
•Good understanding of ITIL, project management basics, or service operations (preferred but not mandatory).
•Proactive, commercially astute, and highly organised.
•Strong problem-solving and escalation management skills.
•Excellent communication and stakeholder management abilities (both technical and non-technical audiences).
What We Offer
•Competitive base salary with annual bonus
•Hybrid working environment (2–3 days office-based, flexible remote options)
•Clear career development pathway into Senior Account Management or Delivery