Service Delivery Manager
7 days ago
Wakefield
We’re recruiting a Service Delivery Manager to act as the primary point of contact for a large, dedicated public sector customer. This role goes beyond traditional operational service management. We’re looking for a dynamic, strategic professional who can take a consultative approach, guiding the customer through Continual Service Improvement while ensuring services are delivered in line with contractual commitments. You will own the relationship end-to-end, ensuring service excellence while proactively identifying opportunities to enhance quality, increase customer satisfaction, strengthen commercial performance, and drive long-term value. This is a highly customer-facing, strategically focused position where influence, insight, and leadership are as important as operational control. Key Responsibilities • Own the customer contract and service obligations, identifying risks, gaps, and mitigation plans, • Act as a trusted advisor to the customer, providing strategic guidance on service performance and improvement initiatives, • Lead Continual Service Improvement planning and execution, moving the relationship from reactive to proactive value delivery, • Plan, chair, and document structured Service Review Meetings with senior stakeholders, • Produce and present insightful Service Management Reports that focus not just on performance, but on improvement and forward planning, • Act as the senior escalation point for internal and external service issues, • Collaborate closely with Account Management to align on customer strategy and identify growth and value-enhancing opportunities, • Review customer P&Ls to ensure contract profitability, cost control, and commercially sound service delivery, • Monitor and report on KPIs, SLAs, and service performance, ensuring expectations are met while identifying improvement opportunities, • Deliver accurate business reporting, forecasting, and strategic insights to internal and external stakeholders, • Work cross-functionally to drive service evolution and enhance the overall customer experienceWhat Success Looks Like, • The customer views you as a strategic partner, not just a service manager, • Measurable Continual Service Improvement initiatives delivered and embedded, • High customer satisfaction scores, including 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, • Consistent SLA performance alongside visible service maturity and evolutionExperience & Qualifications, • 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, • Experience managing enterprise or public sector customers desirable, • Demonstrable experience taking a strategic and consultative approach to service delivery, • Strong commercial awareness, including experience reviewing P&L performance, • Experience managing multiple customers or accounts concurrently, • Familiarity with ServiceNow or similar ITSM platforms, • Strong proficiency in Microsoft Office applicationsSkills to Succeed, • Excellent written and verbal communication skills, with confidence engaging senior stakeholders, • Strong influencing and negotiation capability, • Strategic thinker with the ability to translate data into actionable improvement plans, • Customer-first mindset with a focus on long-term value creation, • Resilient and comfortable operating in a fast-paced, high-visibility environment, • Highly organised, self-motivated, and able to manage competing priorities, • Proven ability to drive change, lead improvement initiatives, and deliver against deadlines