Service Delivery Manager

Role Purpose

Own effective day-to-day service delivery for assigned customers by managing service health, operational governance, ITSM coordination, escalations, reporting, and service-related initiatives. Ensure customer service outcomes are achieved while maintaining strong stakeholder relationships and supporting continuous service improvement.

Role Objectives

Operational service management

• Develop and maintain effective relationships with customer and delivery stakeholders to support successful service outcomes.

• Monitor service health and operational performance to identify risks and drive timely resolution of issues.

• Work in partnership with Team Leaders and delivery stakeholders to coordinate priorities and actions that support service outcomes.

• Maintain accurate customer-specific service plans, contacts, escalation paths, support information and operational documentation.

ITSM and service assurance

• Coordinate ITSM activities to support effective service delivery and achievement of agreed service levels.

• Manage operational escalations and stakeholder communications to minimize service impact and support timely resolution and supported by clear ownership.

• Coordinate post-incident reporting, root-cause and problem actions and ensure corrective actions reach verified closure.

• Maintain the accuracy of service information, knowledge and operational data to support compliance and service quality.

Reporting, governance and improvement

• Produce accurate operational reporting inputs that provide insights, explain trends, business impact, risk, root causes and recommended actions.

• Facilitate operational forums and provide insight and action updates to CXM-led governance for larger accounts.

• Maintain an improvement backlog based on service data, recurring demand, customer feedback and operational risk.

• Drive agreed actions to reduce repeat incidents, improve flow, increase self-service and knowledge reuse, and responsibly apply automation or AI-assisted operations.

Customer ownership for smaller accounts

• Lead service reviews, customer communication, service improvement and service recovery within defined authority.

• Monitor account health and identify strategic, contractual, financial or relationship risks requiring escalation to the CXM or Principal Customer Experience Manager.

• Identify out-of-scope demand, revenue leakage, minor works and service enhancement opportunities and route them through the appropriate commercial process.

• Maintain customer confidence through proactive communication, accurate commitments and disciplined follow-through.

Transition, change and collaboration

• Coordinate transition-to-support activities, including operational acceptance, support ownership, knowledge, access, monitoring, service mapping and handover actions.

• Coordinate minor works and non-standard requests within agreed scope, controls and commercial pathways.

• Support change governance and readiness, ensuring implementation, business impact, risk, test and back-out information are fit for purpose.

• Work collaboratively with the CXM and internal leaders, escalating early when service risk, capacity, security, customer confidence or commercial exposure exceeds agreed thresholds.

Skills, Experience & Qualifications

• A minimum 5 years experience in service delivery, IT service management, customer operations or a similar role preferably within managed services or a complex multi-provider environment within a medium to large ICT organisation.

• Practical knowledge of ITIL-aligned practices including incident, problem, change, request, knowledge, configuration and service level management.

• Ability to interpret dashboards and service data, identify trends and risk, and convert insight into prioritised actions.

• Strong operational judgement, customer communication, facilitation, escalation management and cross-team coordination skills.

• Commercial awareness of contracted scope, service consumption, minor works, variations, forecasting inputs and revenue leakage.

• Working knowledge of cloud, cybersecurity, modern workplace, automation, observability and responsible AI-assisted operations.

• Experience in providing a high level of customer service, with multiple levels of stakeholders.

• Experience following compliance, governance, or administrative requirements.

• Experience contributing to continuous improvement activities or process enhancements.

• Experience in following established processes, procedures, and documentation standards.

• Experience working in environments governed by SLAs and meeting service expectations.

• Accurate and concise documentation data entry and reporting skills.

• Effective negotiation and problem solving skills.

• Experience working both autonomously and within a team environment.

• Integrity in dealing with personnel, customer and supplier issues.

• Effective oral and written communication skills to ensure clear and accurate communication with all internal and external stakeholders, at all organisational levels.

• Highly developed organisational and time management skills, with the ability to manage conflicting priorities while maintaining a high level of attention to details.

• Highly developed computer literacy with proficiency across the Microsoft Office suite.

• Highly developed interpersonal skills.

Additional Information

Line of Business: Services

Qualifications

• ITIL 4 Foundation is desirable; ServiceNow, project, cloud, cyber or service management qualifications are advantageous.