Job Summary
The Service Delivery Manager is responsible for the overall performance, delivery quality, and commercial success of assigned client accounts. Acting as the senior relationship owner, the role ensures services are delivered to agreed standards by overseeing ticket quality, prioritisation, KPI performance, and operational coordination.
The Service Delivery Manager manages account P&L, forecasting, renewals, and pricing discussions, while leading regular client review meetings and handling escalations.
Working closely with operations and the Head of Service Delivery, the role identifies growth and cross-sell opportunities, manages account-level planning and performance, and leads and develops Service Delivery Coordinators to ensure consistent, high-quality service delivery and strong client relationships.
Key Responsibilities
- Effectively manage client needs and expectations, escalating queries to the Head of Service Delivery, where appropriate.
- Ensure service levels are achieved, and contractual obligations are met, monitoring performance and addressing potential issues.
- Organise and lead regular review meetings with clients, including preparing agendas, minutes, and action points.
- Maintain a deep understanding of each client’s operational and commercial needs to identify cross-sell opportunities and promote additional services.
- Support the development and maintenance of proactive business development plans with clients.
- Manage the financial performance of your accounts within company guidelines and pricing structures.
- Create forecasts in collaboration with clients and internal teams to support planning and resource allocation.
- Work closely with operations to collaboratively build out and pro-actively communicate plans and communications with clients.
- Ensure all campaign instructions are up to date, distributed company-wide, and regularly updated on progress.
- Test all campaigns to ensure quality assurance sign-off.
- Address and resolve issues that could impact SLAs or customer satisfaction, working with stakeholders to implement preventative measures
- Pro-actively engage with the onboarding of new clients
- Manage exit process for any off-boarding clients against process to mitigate risk
Skills and Experience:
- Strong team player with excellent interpersonal skills.
- Excellent verbal and written communication skills.
- High attention to detail and strong organisational skills.
- Reliable, tenacious, and able to see issues through to resolution.
- Able to multi-task effectively, prioritise workload, and remain calm under pressure.
- Empathy and professionalism when dealing with clients and colleagues.
- Proficient in MS Office (Word, Excel, PowerPoint).
- Previous experience of service delivery experience is preferred.
Pay: Up to £34,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- Life insurance
- On-site gym
- On-site parking
- Referral programme
Ability to commute/relocate:
- York YO26 7NH: reliably commute or plan to relocate before starting work (required)
Application question(s):
- I have a full UK Driving licence
Work Location: In person
