Job Title: Account Delivery / Operations Manager
Location: London or Brighton (Hybrid 2-3 days on-site)
Employment Type: Permanent
Salary: £60,000 - £65,000 + package
Start Date: Immediate
Industry: IT Consultancy
One of our IT Consultancy clients are looking for an experienced Account Delivery / Operations Manager to take ownership of end-to-end service delivery across a key outsourced customer account.
This is a highly visible, customer-facing role responsible for ensuring operational excellence, SLA performance, commercial control, and continuous improvement within a managed services environment.
You will act as the primary operational interface between Simplex Services and the customer, ensuring services are delivered efficiently, profitably, and in line with contractual commitments.
Account Delivery / Operations Manager – Key Responsibilities
Service & Operational Delivery
* Owning service performance against SLAs, OLAs and KPIs
* Leading service review meetings and performance reporting
* Managing major incidents and driving resolution
* Overseeing BAU and project delivery operations
Customer & Stakeholder Management
* Acting as the senior operational escalation point
* Building trusted relationships with key stakeholders
* Translating business needs into operational delivery plans
* Identifying value-add and service improvement opportunities
Commercial & Financial Oversight
* Managing account budgets, forecasting and cost control
* Tracking revenue, margin and billing accuracy
* Supporting contract renewals, change requests and scope management
Vendor & Multi-Supplier Management
* Managing third-party suppliers and subcontractors
* Monitoring vendor performance and compliance
* Coordinating across multi-vendor environments
Continuous Improvement
* Driving automation and process optimisation
* Leading root cause analysis and corrective actions
* Supporting transitions, onboarding and service expansion
Account Delivery / Operations Manager – Key Skills Required
* 6–8+ years in service delivery / operations environments
* 3–5+ years managing customer-facing accounts
* Experience within managed services / outsourcing models
* Strong understanding of SLA-driven environments
* Excellent stakeholder and commercial management skills
Desirable Skills:
* ITIL (Foundation or higher)
* PMP / Prince2
* Lean / Six Sigma exposure
Please apply now if this role is of interest.