Reports to: Head of Service Management
As a Service Delivery Manager (SDM), you will be responsible for the day-to-day delivery and operational performance of services provided to assigned customers or service areas. You will act as the primary operational point of contact, ensuring services are delivered in line with contractual commitments, Service Level Agreements (SLAs), and customer expectations.
The Service Delivery Manager will work closely with Operations, Service Management, Engineering, Project Delivery, and Customer stakeholders to ensure service quality, customer satisfaction, continual improvement, and effective management of operational risks and escalations. This role requires strong stakeholder management skills, operational leadership, and a proactive approach to service excellence.
Key ResponsibilitiesService Delivery Management
- Own the operational delivery of services for assigned customers or service portfolios.
- Ensure services are delivered in accordance with contractual obligations, SLAs, OLAs, and agreed KPIs.
- Monitor service performance and proactively identify service risks, issues, and opportunities for improvement.
- Coordinate internal teams to ensure consistent and effective service delivery.
- Maintain overall accountability for customer service health and operational stability.
Customer Relationship Management
- Act as the primary operational contact for assigned customers.
- Build and maintain strong working relationships with customer stakeholders.
- Manage customer expectations and ensure effective communication of service performance and ongoing activities.
- Drive customer satisfaction through professional engagement and proactive service management.
- Represent the customer perspective within operational and service review forums.
Service Reviews & Reporting
- Lead regular service review meetings with customers and internal stakeholders.
- Produce and present service reports demonstrating SLA performance, KPI achievement, trends, risks, and improvement activities.
- Provide performance insights and recommendations to support continual service improvement.
- Ensure service reporting remains accurate, timely, and aligned to contractual requirements.
Incident, Problem & Escalation Management
- Coordinate operational response to significant service-impacting incidents.
- Manage customer communications during major incidents and high-priority service disruptions.
- Track incident resolution activities and ensure agreed actions are completed.
- Participate in root cause reviews and drive follow-up actions arising from Problem Management activities.
- Manage escalations through to satisfactory resolution, ensuring appropriate stakeholder engagement throughout.
Continual Service Improvement
- Identify opportunities to improve service quality, efficiency, customer experience, and operational effectiveness.
- Maintain a service improvement register and track progress against agreed improvement plans.
- Work collaboratively with operational and engineering teams to implement service enhancements.
- Support initiatives designed to improve SLA achievement and customer outcomes.
Governance & Risk Management
- Ensure service delivery activities comply with defined service management processes and governance standards.
- Maintain visibility of operational risks and coordinate mitigation activities.
- Support audit, compliance, and reporting activities as required.
- Ensure service documentation remains accurate, current, and fit for purpose.
Commercial & Contractual Awareness
- Maintain an understanding of customer contractual obligations and service commitments.
- Support management of contract deliverables and identify potential service-related risks or opportunities.
- Assist with service change requests, contract reviews, and onboarding of new service requirements.
- Support achievement of customer retention and growth objectives through excellent service delivery.
Qualifications & Experience
- Minimum 3 years' experience in Service Delivery, Service Management, Operations Management, or a related role.
- Demonstrable experience managing customer-facing service relationships.
- Experience working within ITIL-based service management environments.
- Strong understanding of SLA, KPI, and service performance management.
- Experience managing operational escalations and major incidents.
- Excellent communication and stakeholder management skills.
- Strong analytical, organisational, and problem-solving abilities.
Desirable Skills
- ITIL Foundation certification.
- Experience within Managed Services, Telecommunications, Network Operations, or Technology Services.
- Experience with service management tools such as Jira, ServiceNow, Halo, or similar platforms.
- Experience leading service reviews and presenting performance information to customers.
- Understanding of Continual Service Improvement methodologies.
Why Join Us?
- Play a key role in delivering exceptional customer outcomes.
- Work closely with operational, engineering, and leadership teams.
- Influence service quality, customer satisfaction, and operational excellence.
- Be part of a culture focused on continual improvement and customer success.
Job Type: Full-time, Permanent
Work Location: Office Based
Pay: £30,000.00-£35,000.00 per year
Work Location: In person
