Service Delivery Manager (Perm)

Job Title: Service Delivery Manager Reports to: Chief Customer Officer ROLE OVERVIEW DVT Service Delivery Manager (SDM) is responsible for the successful end-to-end delivery of DVT’s professional services and solutions at key clients (or a portfolio of clients) while maintaining strong client relationships. Supporting account growth and ensuring high levels of client satisfaction and trust is a key success factor. The SDM forms part of the senior leadership at DVT that ensures DVT’s growth as a leader in AI-driven software and data engineering globally. This role bridges client, delivery teams, and commercial outcomes and may include line management of delivery staff. In larger accounts, the Service Delivery Manager may have Engineering Managers as direct reports who manage delivery teams at a client. The SDM works in close partnership with the DVT Client Partner. Whilst the DVT Client Partner is responsible for the overall strategy and growth of a DVT client account, the SDM acts as the primary day-to-day client contact, technical and delivery leader for the account, ensuring that DVT consistently delivers high-quality outcomes while maintaining account profitability and expanding our presence within the client organisation. This role combines delivery leadership, commercial awareness, technical advisory capability, and people leadership. KNOWLEDGE AND SKILLS Commercial Health and Account Performance: Ensure engagement remain commercially healthy while driving strong client outcomes. Monitor and manage revenue, margin, and utilisation across the assigned client portfolio. Ensure delivery profitability and commercial discipline. Identify opportunities for service expansion or additional technical support. Support the Client Partner in structuring new engagements. Ensure commercial agreements align with delivery realities. Proactively manage risks affecting commercial performance. Service Delivery and Technical Excellence: Ensure that DVT delivers high quality technical outcomes while maintaining strong delivery discipline and client satisfaction. Key Focus: Oversee the delivery team of DVT services across assigned client engagements. Ensure high technical standards and delivery excellence. Monitor delivery performance, quality, and client satisfaction. Proactively manage delivery risks and resolve issues early. Support delivery teams in removing blockers and improving effectiveness. Ensure projects align with client technical strategy and delivery expectations. Act as a senior escalation point for delivery challenges. Client Partnership and Technical Advisory: Build trusted relationships within the client organisation and position DVT as a strategic technical partner. Key Focus: Build strong relationships with technical stakeholders and leadership. Develop a deep understanding of the client’s technology landscape and priorities. Provide technical guidance and insight on potential change initiatives. Identify opportunities where DVT capabilities can support client transformation. Collaborate with the Client Partner to expand the strategic relationship. Ensure the client experiences DVT as proactive, knowledgeable, and outcome-focused. Respond quickly to new opportunities (PS, solutions or capability needs). Collaborate with the client at all levels of the organisation. Shape opportunities rather than simply react to them. Ensure consultants proposed are strategically positioned. Own the responsibility of proposals for your clients. Team Leadership and Consultant Success: Ensure DVT consultants working within the account are supported, engaged, and successful. Key Focus: Provide line management for consultants within the client account. Support consultants with career growth, feedback, and development. Work with competency leaders on performance management and skills development. Ensure consultants feel supported, motivated, and connected to DVT. Monitor consultant utilisation, wellbeing, and workload balance. Ensure consultants represent DVT professionally within the client environment. REQUIREMENTS Essential Skills & Experience Required: Under grad or post grad BSc IT, BSc Com Sci, BEng Elec, together with a business management qualification. 8–12+ years total experience in IT SDLC/ software delivery environments • 5+ years in delivery leadership roles, such as: • Delivery Manager • Programme Manager • Senior Project Manager • IT Head • Product Ownership Proven experience managing: • multiple projects or accounts simultaneously client-facing delivery in enterprise environments • commercial success and growth PERSONAL ATTRIBUTES You a natural persuader, influencer and manager. And that’s why you are a suave communicator. You love working with people and liaising with external forums to keep abreast with industry best practice. You cope well with pressures & setbacks and have a high tolerance for ambiguity. But also know how to get more ‘black & white’ out of the grey. You get a kick from closing business opportunities and selecting and assigning staff to suitable projects/clients. You are a great communicator and living the Agile values as part of your lifestyle. WHY JOIN DVT? Be the creative voice of a growing tech company with global reach. Work in a dynamic, innovative environment with top-tier talent. Hybrid working model with opportunities to lead impactful creative initiatives. Competitive salary and benefits.