Senior Service Delivery Manager

Job Function

Services

The role

• Are you the one clients call when things go wrong – and trust when it matters most?
• Do you turn service challenges into measurable success?
• Can you balance delivery excellence with commercial impact?

Practical Information

Location: United Kingdom | Work Arrangement: Hybrid| Contract type: Full-time | Visa Requirements: Valid Visa for UK | Language Requirements: Fluent/professional English, written and verbal

We are looking for a Service Delivery Manager (SDM) who thrives at the intersection of customer satisfaction, operational excellence, and business growth. In this role, you will own the end-to-end service experience, acting as the trusted partner to our clients while ensuring services are delivered seamlessly, on time, and to the highest quality standards.

Key responsibilities

• Own client relationships and drive exceptional customer satisfaction (CSAT)
• Lead end-to-end service delivery aligned to SLAs, KPIs, and business goals
• Monitor performance, identify improvements, and proactively resolve issues
• Drive continuous service improvement and operational efficiency
• Manage risk, contracts, and service performance reporting
• Partner cross-functionally to deliver and evolve client solutions
• Identify opportunities to expand and grow client engagements

What we need to see from you

• Multiple years’ experience in client-facing roles, project or program management, or service industry positions
• Strong ability to communicate effectively with clients and internal teams, simplifying complex information into accessible language
• A deep commitment to advocating for clients, gathering feedback, and constantly striving to enhance customer experience
• Capable of motivating and leading teams, ensuring clear communication, effective task delegation, and a positive work environment
• A solid understanding of ITIL principles and best practices, with hands-on experience in service delivery and managing SLAs

If you bring a data-driven mindset, strong stakeholder management, and a passion for service excellence, we would love to hear from you.

What we offer 

Our company benefits vary based on your location, but always include: 

• Global company culture: We defined our 6 core values through our company culture (https://www.softwareone.com/en/our-story/our-values)
• A mentor who supports your successful start and is at your side with advice and action
• President’s Club: Recognition awarded by leadership and your peers
• Flexible work: Do great work from anywhere but also visit local office to deliver excellence in team relationship
• Lifelong education: A variety of training and development opportunities
• Hire to Grow: We optimize our internal structures and feedback culture constantly to be your Employer of Choice, today and in future

Why SoftwareOne?

SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you’ll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.

Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com. Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR. At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.