Schedule a call →

<p>Interview fractional leaders this week for <strong>free</strong>!</p>

PMC Commerce

PMC is an independent global leader in commerce technology, trusted to power mission critical operations for renowned brands.

We build and run the foundations for unified commerce, combining consulting, expert engineering, and 24x7x365 managed services to reduce risk, lift performance, and accelerate delivery. Recognised for bridging legacy and modern architectures, we bring deep domain expertise across the commerce spectrum so organisations can scale smarter in a customer centric, globally connected market.

## **Service Delivery Manager (6 Month Fixed Term Contract)**

**Location:** Hybrid, Abingdon, England, United Kingdom  
**Type:** Temporary (6 month fixed term contract)

### **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.

### **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**.

Service Delivery Manager (6 Month Fixed Term Contract)

Project Manager

Stakeholder Management

Service Delivery

Service Delivery Manager for a 6-month fixed term contract, responsible for end-to-end service delivery for customer accounts, ensuring performance meets SLAs and customer expectations.

PMC Commerce

Jobs

Service Delivery Manager

About this page