Job Overview
The Service Delivery Manager (SDM) at GLEG is an operational delivery role, responsible for ensuring all products and services are delivered on time, to a defined standard, and in line with internal SLAs.This is not an account management role. The SDM focuses on execution, coordination, and performance management across teams to ensure consistent, high-quality outputs—particularly GLEG’s financial and carbon reporting.
The role reports into the Head of Operations and is accountable for delivery discipline, process control, and continuous improvement.
Responsibilities
1. Delivery Execution & Control:
- Own the end-to-end delivery schedule for all products and services
- Ensure all deliverables are completed on time and to defined quality standards
- Maintain clear delivery plans, workflows, and deadlines
- Proactively identify delivery risks, bottlenecks, and capacity issues
- Escalate issues early with clear mitigation plans
2. Standards & Quality Assurance:
- Define, maintain, and enforce delivery standards across all outputs
- Ensure consistency and accuracy in financial and carbon reporting
- Implement QA processes and validation checks
- Reduce errors, rework, and variability in outputs
3. Operational Coordination:
- Coordinate across analytics, finance, software, and consulting teams
- Ensure inputs, dependencies, and handoffs are clear and timely
- Align team capacity with delivery requirements
- Remove blockers to keep delivery on track
4. Performance Management (RAG Framework):
- Track all delivery against GLEG’s RAG framework
- Define and monitor KPIs for timeliness, quality, and throughput
- Produce clear, regular reporting for the Head of Operations
- Drive accountability where delivery is off-track
5. Process Design & Continuous Improvement:
- Build and refine scalable delivery processes
- Standardise workflows to improve speed and consistency
- Introduce automation and systemisation where possible
- Continuously improve how GLEG delivers reporting and insights
6. Product & Reporting Delivery:
- Ensure GLEG’s reporting outputs are delivered clearly, accurately, and consistently
- Work closely with product/software teams to improve delivery mechanisms
- Support the rollout of new products and features into delivery workflows
7. Internal Communication & Visibility:
- Provide clear visibility of delivery status across the business
- Run structured delivery updates (daily/weekly cadence)
- Ensure leadership has a real-time view of risks and performance
Pay: £30,000.00-£50,000.00 per year
Benefits:
- Company events
- Free parking
- Health & wellbeing programme
- On-site parking
- Work from home
Experience:
- Service Delivery: 3 years (preferred)
Work Location: In person
