Job Description
We’re recruiting a Service Delivery Manager to act as the primary point of contact for a portfolio of customers, ensuring services are delivered in line with contractual commitments while identifying opportunities to enhance service quality, customer satisfaction, and commercial performance.
This is a highly customer-facing role, working closely with internal teams to manage the full service lifecycle. You’ll be accountable for communication, performance, and outcomes—owning the relationship and ensuring customers see real value from the services delivered.
Key Responsibilities
* Own customer contracts and service obligations, identifying risks, gaps, and mitigation plans
* Plan, lead, and document structured Service Review Meetings with key stakeholders
* Produce and present Service Management Reports, driving continual service improvement
* Act as the escalation point for internal and external service issues
* Work closely with Account Management to align on customer strategy and identify growth opportunities
* Review customer P&Ls to ensure contract profitability and efficient service delivery
* Monitor and report on KPIs, SLAs, and service performance, ensuring expectations are consistently met
* Deliver accurate business reporting, forecasting, and insights to stakeholders
* Support wider service initiatives and collaborate cross-functionally to improve the overall customer experience
What Success Looks Like
* High customer satisfaction scores (NPS and service surveys)
* Strong customer retention and long-term account growth
* Identification and delivery of upsell and revenue-enhancing opportunities
* Profitable, cost-effective service delivery
* Consistent SLA performance and operational excellence
Experience & Qualifications
* ITIL v4 Foundation (essential); additional ITIL certifications advantageous
* Minimum 2 years’ experience in a customer-facing service management role
* Background within IT, Managed Services, or Telecoms
* Experience managing multiple customers or accounts concurrently
* Strong proficiency in Microsoft Office applications
* Commercial awareness, including experience reviewing P&L performance
* Familiarity with ServiceNow or similar ITSM platforms
Skills to Succeed
* Excellent written and verbal communication skills, including senior stakeholder engagement
* Strong negotiation and influencing capability
* Customer-first mindset with a focus on value delivery
* Resilient and comfortable operating in a fast-paced environment
* Highly organised, self-motivated, and able to manage competing priorities
* Proven ability to drive change, meet deadlines, and lead improvement initiatives