Role Overview
We’re looking for a Service Delivery Manager to act as the key point of contact for assigned customers, ensuring we deliver against contractual commitments while identifying opportunities for service and revenue enhancement. This is a customer-facing and internally collaborative role, where you’ll be responsible for managing customer relationships throughout the service lifecycle.
What You Will Do
Own the customer contract and service obligations, identifying risks or gaps and implementing mitigation strategies. Plan, lead, and document structured Service Review Meetings with key stakeholders.
Why It Might Be a Fit
You’ll be responsible for delivering high levels of customer satisfaction, strong customer retention and account growth, increased revenue and identification of upsell opportunities, profitability through cost-effective service delivery, and consistent SLA performance and service excellence.
Requirements
- ITIL V4 Foundation (essential); additional ITIL modules are a plus
- 2+ years of experience in a customer-facing service management role
- Background in IT, Managed Services, or Telecoms industry
- Experience managing multiple customers/accounts
- Proficient in Microsoft Office applications
- Experience working with P&L and understanding commercial impacts
- Familiarity with ServiceNow or similar ITSM platforms
Benefits
- Generous starting annual leave allowance
- Private medical coverage
- Discounted health plans
- Eye care scheme
- Comprehensive health and wellbeing programs
- Hybrid working model
- Annual leave increasing by one day per year up to 28 days
- Employee assistance programme
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