Service Delivery Manager

Job Description

Title: Service Delivery Manager

Department: Customer Services

Reports To: Director of Customer Services

Direct Reports: Regional Customer Service Teams

Location: Long Crendon (Hybrid – On-site 3–4 days per week)

Job Purpose

The Regional Service Delivery Manager oversees customer service operations across Europe, India, and APAC, ensuring operational excellence and a consistently positive customer experience. This role manages day-to-day service delivery, ensures alignment with global service standards, drives continuous improvement, and fosters a proactive, high-performance culture, both internally and with customers.

The position combines strategic leadership with a hands-on approach, leveraging data, communication, and teamwork to enhance service quality, responsiveness, and customer satisfaction across the regions.

Key Responsibilities

Leadership and Team Management

• Lead, motivate, and inspire European, India, and APAC Customer Service teams to deliver exceptional service and meet defined performance targets.
• Foster a culture of accountability, teamwork, and continuous improvement.
• Provide coaching, mentoring, and career development support to team leaders and staff.
• Promote strong internal communication and alignment with global service counterparts to maintain consistency and share best practices.

Service Operations and Performance

• Oversee daily operations to ensure timely responses, order accuracy, and adherence to SLAs and OLAs.
• Monitor key service metrics (e.g., OTIF, first-touch resolution, CSAT, utilization) and implement improvement plans based on data insights.
• Analyze data to identify performance trends and implement improvements that enhance customer experience and efficiency.
• Provide regular service performance reports and communicate insights to senior management and key stakeholders.
• Collaborate with Finance to ensure billing accuracy, contract compliance, and data integrity across systems.
• Use forecasting and workforce management tools to balance demand and resource allocation.
• Coordinate closely with Sales, Operations, and Logistics to align service delivery with business priorities and customer expectations.
• Ensure accurate pricing, order, and contract data within systems such as Sage X3.

Customer Experience and Continuous Improvement

• Serve as the regional escalation point for service issues, ensuring timely, and professional resolution back to the customer.
• Lead initiatives to improve service culture, reinforcing accountability, empathy, and communication excellence.
• Drive proactive problem-solving and root cause analysis to prevent recurring service issues.
• Identify and implement process enhancements to improve efficiency, accuracy, and scalability.
• Collect and apply stakeholder feedback to refine workflows, reporting tools, and service standards.
• Partner with Product, Supply Chain, and Commercial teams to ensure seamless customer support and operational readiness.

Training and Knowledge Management

• Develop and maintain comprehensive training programs for onboarding, communication, customer experience, and skill enhancement.
• Oversee the Service Knowledge Management System (SKMS) to ensure content accuracy, relevance, and accessibility.
• Collaborate with global counterparts to standardize training materials and service documentation.

Problem and Incident Management

• Lead the regional problem management process, from issue identification to resolution and prevention.
• Work with Product and Technology teams to manage software-related incidents, testing, and release readiness.
• Provide analytical insights to improve digital tools and customer experiences.

Key Performance Indicators

• Achievement of SLAs and customer satisfaction targets.
• Efficiency and accuracy of service operations (OTIF, FTR, utilization).
• Timeliness and quality of issue resolution.
• Engagement and development of team members.
• Accuracy and timeliness of reporting and documentation.
• Compliance with corporate and regulatory standards.

Requirements

Experience and Qualifications

• 7 + years of customer service or service delivery experience, including 5+ years in a leadership role.
• Experience in manufacturing, logistics, or technology environments preferred.
• Proficiency in ERP/CRM systems (e.g., Sage X3, Zendesk) and Microsoft Office.
• Bachelor's degree or equivalent experience.

Skills and Competencies

• Inspirational, hands-on leader who motivates through presence, energy, and example.
• Excellent communication, analytical, and problem-solving abilities.
• Organized and detail-oriented, with the ability to manage multiple priorities.
• Proficient in Microsoft Office 365 and data analysis tools.
• Resilient, adaptable, and able to perform under pressure.
• Fluent in English; additional European languages (French, German, Spanish, Dutch) are a plus.

Behavioural Attributes

• Positive, approachable, and present leader who inspires confidence and engagement.
• Proactive and results-driven, with a focus on continuous improvement.
• Collaborative and customer-oriented mindset.
• Positive, professional, and composed in high-pressure situations.

Other Requirements

• Based primarily at the Long Crendon office 3–4 days per week.
• Full, clean driving license.
• Willingness to travel as required.