Service Delivery Manager

Job Overview We are seeking an experienced and customer-focused Service Delivery Manager to lead the delivery of managed services for our customers. The successful candidate will be responsible for ensuring exceptional service performance, driving continual service improvement, building trusted advisor relationships, and acting as the primary point of contact for service governance and customer satisfaction. The Service Delivery Manager will work closely with customers, technical teams, vendors, and internal stakeholders to ensure services are delivered in line with agreed outcomes while identifying opportunities for innovation, optimisation, and business value. Key Responsibilities Customer Relationship Management · Build and maintain trusted advisor relationships with customer stakeholders. · Act as the primary escalation point for service-related issues. · Lead customer service review meetings, governance forums, and executive business reviews. · Drive customer satisfaction and service excellence across assigned accounts. · Understand customer business objectives and align service delivery accordingly. Service Delivery & Governance · Oversee the delivery of managed services, ensuring agreed service levels and business expectations are achieved. · Monitor service performance and drive proactive management of incidents, service requests, problems, changes, and risks. · Own and maintain service improvement plans and associated actions. · Manage operational risks and coordinate mitigation activities. · Ensure compliance with contractual obligations, service standards, and best practices. Continual Improvement · Identify opportunities to improve service quality, efficiency, and customer experience. · Drive process improvement initiatives and operational maturity programmes. · Promote automation, innovation, and adoption of modern technologies where appropriate. · Track and report on improvement initiatives and realised business benefits. Service Transition & Operational Readiness · Support the transition of new services into operational support · Participate in operational readiness reviews and service acceptance activities. · Ensure support teams are prepared to deliver new or changed services successfully. Stakeholder & Vendor Management · Manage relationships with internal teams, third-party suppliers, and customer stakeholder · Facilitate collaboration across multiple delivery teams to achieve service outcomes. · Coordinate service restoration and communication during major incidents. · Ensure clear accountability and ownership of service actions and deliverables. Reporting & Communication · Prepare and present service performance reports, dashboards, and recommendation · Communicate service risks, trends, achievements, and improvement opportunities to customers and senior management. · Produce executive-level summaries tailored to both technical and non-technical audiences. · Share best practice and contribute to the continuous development of service management standards. · Foster a culture of accountability, collaboration, and customer focus. Skills, Knowledge and Expertise · Minimum 5-7 years experience in Service Delivery Management · Strong understanding of IT Service Management principles and best practice · Experience leading customer governance meetings and service reviews. · Proven experience managing customer relationships and service escalations. · Strong stakeholder management and communication skills. · Experience producing and presenting service reports and recommendations. · Ability to manage multiple customers, priorities, and competing demands. · Strong analytical, organisational, and problem-solving skills. · ITIL Foundation or higher certification. · Experience using ServiceNow or similar IT Service Management platforms. · Experience supporting service transitions and operational readiness activities. · Experience within a managed services environment. · Understanding of Microsoft technologies. · Experience identifying opportunities for automation, AI adoption, or service optimisation.