Job Function: Services The role:
Location | United Kingdom
Are you the one clients call when things go wrong – and trust when it matters most?
Do you turn service challenges into measurable success?
Can you balance delivery excellence with commercial impact?
We’re looking for a Service Delivery Manager (SDM) who thrives at the intersection of customer satisfaction, operational excellence, and business growth. In this role, you’ll own the end-to-end service experience, acting as the trusted partner to our clients while ensuring services are delivered seamlessly, on time, and to the highest quality standards.
What you’ll focus on:
-
Owning client relationships and driving exceptional customer satisfaction (CSAT)
-
Leading end-to-end service delivery aligned to SLAs, KPIs, and business goals
-
Monitoring performance, identifying improvements, and proactively resolving issues
-
Driving continuous service improvement and operational efficiency
-
Managing risk, contracts, and service performance reporting
-
Partnering cross-functionally to deliver and evolve client solutions
-
Identifying opportunities to expand and grow client engagements
What we need to see from you:
- Relevant Experience: Multiple year's experience in client-facing roles, project or program management, or service industry positions.
-
Communication Skills: Strong ability to communicate effectively with clients and internal teams, simplifying complex information into accessible language.
-
Customer-Centric Mindset: A deep commitment to advocating for clients, gathering feedback, and constantly striving to enhance the customer experience.
-
Leadership: Capable of motivating and leading teams, ensuring clear communication, effective task delegation, and a positive work environment.
-
Expertise in ITIL: A solid understanding of ITIL principles and best practices, with hands-on experience in service delivery and managing SLAs.
If you bring a data-driven mindset, strong stakeholder management, and a passion for service excellence, we’d love to hear from you.
#LI-CD1
Why SoftwareOne?:
SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.
Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.
Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.
Accommodations:
SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at
[email protected].
Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.
