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 throughout the service lifecycle—delivering clear communication, maintaining accountability, and driving satisfaction across all touchpoints.
Key Responsibilities
* Own the customer contract and service obligations, identifying risks or gaps and implementing mitigation strategies.
* Plan, lead, and document structured Service Review Meetings with key stakeholders.
* Deliver comprehensive Service Management Reports and lead ongoing improvement plans.
* Act as the escalation point for internal and external customer service concerns.
* Partner with Account Management to align on strategic goals and drive new opportunities.
* Review customer P&Ls to ensure contract profitability and efficiency in service delivery.
* Monitor and report on KPIs, SLAs, and service performance to meet customer expectations.
* Provide detailed business reporting and forecasting to internal and external stakeholders.
* Support 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 cost-effective service delivery
* Consistent SLA performance and service excellence
Qualifications
Experience & Qualifications
* ITIL V4 Foundation (essential); additional ITIL modules are a plus
* 2+ years of experience in a customer-facing service management role
* Background in IT, Managed Services, or Telecoms industry
* Experience managing multiple customers/accounts
* Proficient in Microsoft Office applications
* Experience working with P&L and understanding commercial impacts
* Familiarity with ServiceNow or similar ITSM platforms
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
Additional Information
At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.
We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:
* Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
* Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
* Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.
Ready to join the UK’s largest managed service provider?
Apply today or contact our friendly Talent Acquisition Team for more information.