Job Description
We’re recruiting a Service Delivery Manager to act as the primary point of contact for a large, dedicated public sector customer. This role goes beyond traditional operational service management. We’re looking for a dynamic, strategic professional who can take a consultative approach, guiding the customer through Continual Service Improvement while ensuring services are delivered in line with contractual commitments.
You will own the relationship end-to-end, ensuring service excellence while proactively identifying opportunities to enhance quality, increase customer satisfaction, strengthen commercial performance, and drive long-term value.
This is a highly customer-facing, strategically focused position where influence, insight, and leadership are as important as operational control.
Key Responsibilities
* Own the customer contract and service obligations, identifying risks, gaps, and mitigation plans
* Act as a trusted advisor to the customer, providing strategic guidance on service performance and improvement initiatives
* Lead Continual Service Improvement planning and execution, moving the relationship from reactive to proactive value delivery
* Plan, chair, and document structured Service Review Meetings with senior stakeholders
* Produce and present insightful Service Management Reports that focus not just on performance, but on improvement and forward planning
* Act as the senior escalation point for internal and external service issues
* Collaborate closely with Account Management to align on customer strategy and identify growth and value‑enhancing opportunities
* Review customer P&Ls to ensure contract profitability, cost control, and commercially sound service delivery
* Monitor and report on KPIs, SLAs, and service performance, ensuring expectations are met while identifying improvement opportunities
* Deliver accurate business reporting, forecasting, and strategic insights to internal and external stakeholders
* Work cross‑functionally to drive service evolution and enhance the overall customer experience
What Success Looks Like
* The customer views you as a strategic partner, not just a service manager
* Measurable Continual Service Improvement initiatives delivered and embedded
* High customer satisfaction scores, including 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 alongside visible service maturity and evolution
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 enterprise or public sector customers desirable
* Demonstrable experience taking a strategic and consultative approach to service delivery
* Strong commercial awareness, including experience reviewing P&L performance
* Experience managing multiple customers or accounts concurrently
* Familiarity with ServiceNow or similar ITSM platforms
* Strong proficiency in Microsoft Office applications
Skills to Succeed
* Excellent written and verbal communication skills, with confidence engaging senior stakeholders
* Strong influencing and negotiation capability
* Strategic thinker with the ability to translate data into actionable improvement plans
* Customer‑first mindset with a focus on long‑term value creation
* Resilient and comfortable operating in a fast‑paced, high‑visibility environment
* Highly organised, self‑motivated, and able to manage competing priorities
* Proven ability to drive change, lead improvement initiatives, and deliver against deadlines
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