UK | Senior Service Delivery Manager (Recruitment Services) | Hybrid
Are you a relationship-led service delivery professional who thrives on partnering with customers to achieve meaningful outcomes—not just deliverables?
We’re looking for a Senior Service Delivery Manager to lead strategic customer engagements across our Project Services (SoW) offering within a recruitment environment—ensuring high-quality, consistent service delivery that drives long-term value.
The Role
In this role, you’ll act as a trusted partner to customers, shaping how services are defined, governed, and delivered. Taking a consultative, hands‑on approach, you’ll work closely with clients to understand project requirements, define scope, and ensure delivery aligns to agreed outcomes.
You’ll be embedded in a recruitment business with a Project Services / Statement of Work (SoW) offering, playing a key role in bridging client needs with structured, outcome-based delivery.
What You’ll Be Responsible For
* Owning end-to-end service delivery across key customer engagements
* Acting as a senior escalation point for service reviews, risks, and issues
* Leading client discovery sessions to understand project requirements and shape delivery approaches
* Defining clear deliverables, milestones, and acceptance criteria for project-based work
* Partnering with customers to agree service levels, success measures, and outcomes
* Providing input into Statements of Work (SoWs), proposals, and delivery plans
* Monitoring delivery against agreed scope, with ongoing tracking, reporting, and governance
* Collaborating with Sales, Customer Success, PMO, Finance, and Commercial teams to ensure seamless, joined-up delivery
* Driving continuous improvement in service quality and customer experience
What We’re Looking For
* Experience in a customer-facing service delivery, consulting, or client partnership role
* Background working within a recruitment/staffing organisation with a Project Services or SoW offering
* Strong understanding of SoW-based delivery models and outcome-based services
* Proven ability to run discovery sessions and translate client needs into structured delivery plans
* Experience defining deliverables, scope, and acceptance criteria for project work
* Comfortable managing ongoing performance tracking and reporting against agreed scope
* Strong stakeholder management skills, with the ability to influence at a senior level
* Ability to balance structure with flexibility in fast-paced, client-driven environments
Note: This is a Recruitment Service Delivery role (staffing solutions and project-based recruitment services), not an IT Service Delivery position.
What You’ll Receive
* Flexible hybrid working (London, Manchester, Birmingham, Leeds)
* Private healthcare and wellbeing support
* Generous annual leave
* Opportunity to shape and mature a growing Project Services / SoW offering
* Clear career progression within a global organisation
This is an opportunity to go beyond process and truly add value through partnership—leading discovery, shaping delivery, and ensuring recruitment-led project services are delivered with clarity, structure, and measurable outcomes.
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