Service Delivery Manager

2 weeks ago


Birmingham, Birmingham, United Kingdom Advantage Resourcing Full time

Service Delivery Manager

Contract for 6 months, start ASAP.

Mainly Home Based Remote with 1-2 times a month travel to client site in Midlands.
Fantastic opportunity to join one of the UK's largest and most successful software companies.

Our client's products sit at the heart of some of the country's best-known businesses, powering their key services and functions.


As the Service Delivery Manager on a customer account, you will be responsible for building and maintaining strong customer relationships and improving services to maintain customer satisfaction and retention.

The SDM is responsible for several key functions,focusing on ensuring that all requirements of the contractual service obligations are met throughout the lifecycle of the management contract.


The role

  • Act as the primary service management contact for the customer,
  • Ensure all engagements drive the customers experience in line with the customer contracted services, managing customer expectations,
  • Gather customer roadmap intelligence and provide an update to internal stakeholders to ensure any commercial opportunities are identified,
  • Undertake the management and oversight of the Service Levels in accordance with Service Level Agreement,
  • Coordination and execution of monthly, quarterly, and annual Service Review Meetings, face to face and remotely, in accordance with the provisions of Service Level Agreement and Service Schedule,
  • Provide ongoing analysis of reports, performance, and trends, generating appropriate and timely recommendations and stating risks to both the customer and the business.

Experience & Skills needed

  • Expert knowledge of ITIL standards
  • Ability to travel to and from customer sites, and other offices used for external and internal meetings
  • Excellent business and relationship management skills
  • Commercially astute, with excellent customer facing/customer service skills
  • Demonstrate understanding of common customer service tools and processes
  • Able to work on own initiative, making effective decisions and collaborate within a team dynamic
Submit your CV now to be considered for this fantastic opportunity with a leading UK business.

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