Service Delivery Manager
hace 27 días
Birmingham
We’re recruiting a Service Delivery Manager to act as the primary point of contact for a portfolio of customers, ensuring services are delivered in line with contractual commitments while identifying opportunities to enhance service quality, customer satisfaction, and commercial performance. This is a highly customer-facing role, working closely with internal teams to manage the full service lifecycle. You’ll be accountable for communication, performance, and outcomes - owning the relationship and ensuring customers see real value from the services delivered. Key Responsibilities • Own customer contracts and service obligations, identifying risks, gaps, and mitigation plans, • Plan, lead, and document structured Service Review Meetings with key stakeholders, • Produce and present Service Management Reports, driving continual service improvement, • Act as the escalation point for internal and external service issues, • Work closely with Account Management to align on customer strategy and identify growth opportunities, • Review customer P&Ls to ensure contract profitability and efficient service delivery, • Monitor and report on KPIs, SLAs, and service performance, ensuring expectations are consistently met, • Deliver accurate business reporting, forecasting, and insights to stakeholders, • High customer satisfaction scores (NPS and service surveys), • Strong customer retention and long-term account growth, • Identification and delivery of upsell and revenue-enhancing opportunities, • Profitable, cost-effective service delivery, • ITIL v4 Foundation (essential); additional ITIL certifications advantageous, • Minimum 2 years’ experience in a customer-facing service management role, • Background within IT, Managed Services, or Telecoms, • Excellent written and verbal communication skills, including senior stakeholder engagement, • Strong negotiation and influencing capability, • Customer-first mindset with a focus on value delivery, • Resilient and comfortable operating in a fast-paced environment, • Highly organised, self-motivated, and able to manage competing priorities, • Proven ability to drive change, meet deadlines, and lead improvement initiatives
Dolce D.Activo hace 6 años
