Responsible for: As Service Delivery Manager you will act as the primary owner of service delivery, ensuring the seamless execution of services to meet customer expectations and contractual obligations. Your role is to ensure that ultimately the customer is satisfied with that service and the value they derive from their experience with Bell. Based at: Customer Site / Remote / Hybrid with Travel Scope: All external contracts with an ongoing service. This may be Time and Materials or Managed Service. This includes all practices. Other Requirements: Act as MiM (Major Incident manager) if required. Work within an account structure to ensure overall account health is positive Service Delivery Manager you will act as the primary owner of service delivery, ensuring the seamless execution of services to meet customer expectations and contractual obligations. You will oversee service performance, drive continual improvement, and maintain strong customer relationships to enhance satisfaction and loyalty. Collaborating with internal teams and stakeholders, you will ensure operational efficiency, compliance, and alignment with business objectives while identifying opportunities for growth and innovation and value realisation. Customer Relationship & Satisfaction Support the development of strong client relationships, focusing on positive sentiment and satisfaction Assist with regular service reviews and help identify potential escalations for proactive management Maintain regular customer interaction (where feasible) and support face-to-face meetings Contribute to ensuring customers have a positive view of the value they derive from Bell services Bell Stakeholder Engagement & Communication Support effective communication with internal leadership and external stakeholders Assist in aligning service delivery with business needs through consistent engagement Participate in integrated account planning, renewal planning, and other key account milestones Support account manager with relationship mapping activities Service Design & Documentation Assist in maintaining up-to-date service design documentation aligned with contractual obligations Support the accessibility of service catalogues and supporting documentation Help manage vendor relationships and third-party service agreements under guidance Risk & Issue Management Support the identification, logging, and management of service-related risks and issues Contribute to service improvement initiatives and help ensure adherence to contractual commitments Contract Change & Demand Management Support Sales and Account Directors with service growth and demand planning activities Assist with commercial/contractual change management and scope management implementation Financial & Commercial • Budgeting Assist account manager in developing service delivery budgets and tracking service-related costs Accounting: Support tracking of invoices/POs and late payments, escalating potential issues and delays Planning: Contribute to account forecasting and capacity planning efforts • Financial Risk Management: Help identify financial risks associated with service delivery, contracts, and vendor relationships Contract Review: Support review of upcoming SOWs and contract changes relating to D&O under supervision Audit & Compliance Pr ovide support during audits where knowledge of Service Management and Performance is required Help ensure compliance with service management processes and data protection policies Service Governance & Performance Management Own and drive service level performance across all engagements Proactively manage SLAs and KPIs, ensuring continuous service improvement Monitor trends and implement corrective actions to maintain service excellence ITIL Ensure account processes are aligned with ITIL best practices prescribed by Service Assurance in Bell Work with Technical Practice to ensure there is appropriate oversight of ITIL (IPC etc) Act as escalation point for critical incidents, ensuring rapid resolution and executive-level communication. Implement Major Incident Management framework for account including post-incident reviews. Ensure there is appropriate root cause analysis on the account Champion proactive problem management, leveraging trend analysis and service data 2 years’ experience within a Managed Service Provider or in service delivery function Strong ITIL exposure with accompanying certified accreditation Customer centric / Customer Success mindset and experience Excellent communication, presentation, facilitation, and negotiation skills are required for this role A track record of developing strong client relationships, across all levels of an organisation, and a focus on customer satisfaction and service and continual improvement Experience in developing and implementing effective processes Experience of cost management and invoicing Self-motivated and flexible and able to work well with multiple service deliverables Open to new ideas and adaptable to customer, team, and organisational requirements Ability to travel to customer sites is essential