Service Delivery Manager

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.