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
• Strong proficiency in Microsoft Office applications

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