Service Delivery Manager

We’re looking for an experienced Service Delivery Manager to join our team.

In this role, you will take ownership of the delivery and performance of services for key customer accounts, ensuring high levels of service quality, operational performance and customer satisfaction. You’ll act as the primary service contact for clients, leading strong relationships with stakeholders while ensuring services are delivered in line with contractual commitments.

This is a fantastic opportunity for someone who thrives in a client-facing service leadership role, enjoys solving complex operational challenges and wants to make a real impact in a fast-paced services environment.

The Role

As Service Delivery Manager, you’ll be responsible for the end-to-end delivery of services for nominated customer accounts, ensuring service performance meets agreed SLAs and customer expectations.

You will work closely with internal delivery teams, third-party suppliers and customer stakeholders to ensure services run smoothly, issues are resolved quickly, and opportunities for improvement are identified and delivered.

You will also act as a senior escalation point for service issues, ensuring challenges are addressed proactively while maintaining strong customer confidence and trust.

Key Responsibilities

• Lead the delivery of all services to assigned customer accounts, ensuring strong performance against agreed SLAs.
• Act as the primary relationship owner for service delivery with key client stakeholders.
• Manage service delivery teams, third-party suppliers and internal delivery functions to ensure effective delivery.
• Lead the resolution of service issues, including developing and implementing service recovery or “get well” plans where required.
• Work with Integration and Deployment teams to ensure smooth onboarding of new services and controlled service transitions.
• Produce and present service performance reports and management information to customers.
• Identify opportunities to improve service performance, productivity and cost efficiency.
• Act as the escalation point for major service delivery issues.
• Ensure accurate and timely billing for services delivered and support effective management of account revenue.
• Support growth opportunities within existing accounts, working alongside sales teams where appropriate.
• Maintain awareness of customer priorities, market trends and competitor activity.
• Provide leadership and guidance to team members supporting the account to ensure high performance and strong collaboration.

What we're looking for

We’re looking for someone who combines strong client relationship management with operational service delivery expertise.

You’ll be confident managing complex accounts and balancing customer expectations, service performance and commercial outcomes.

Essential Experience

• Proven service delivery or account management experience within a technology or services environment.
• Experience managing complex client accounts and delivering against contracted SLAs.
• Strong experience conducting service reviews with customers and suppliers.
• Experience managing third-party suppliers and underpinning service agreements.
• Experience leading service onboarding, operational changes or transitions.
• Strong stakeholder management skills with the ability to challenge constructively and manage expectations.
• Demonstrated ability to drive service improvement initiatives.

• Resilience and problem-solving capability when managing complex or high-pressure service issues