Role: Service Delivery Manager
Location: Norwich (Hybrid)
Salary: Up to £40,000
Job Summary
This is a pivotal leadership role responsible for service performance, client satisfaction, operational governance, and continual service improvement. You will act as the primary operational contact for key accounts, ensuring SLA/XLA adherence, managing escalations, and driving consistent, high-quality service delivery.
Key Responsibilities
Lead and develop a Support team, providing clear direction, performance management, coaching, and capability development. Build credibility with engineering teams through strong technical understanding to bridge the gap between delivery and client outcomes.
Analyse service metrics to identify trends, risks, and improvement opportunities. Champion process optimisation, knowledge management, and operational efficiency.
Skills & Requirements
* Proven experience in service delivery or service operations leadership
* Strong background in people management and team development
* Confident client-facing communicator with experience running service reviews
* Solid technical understanding of service environments and managed services
* Experience working closely with engineering or technical delivery teams
* Strong knowledge of ITIL-aligned service management practices
* Ability to interpret service data and drive improvements from insight
* Experience within professional services or legal technology environments (desirable)
* Proactive, solutions-focused mindset with a focus on continual improvement
* Strong stakeholder management and relationship-building skills
* Ability to operate in a fast-paced, escalations-driven environment
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