How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Delivery Manager
Dedicated Service Delivery Manager – Major Public Sector Customer
About the Role
We’re seeking an experienced Dedicated Service Delivery Manager to serve as the primary point of contact for a major public sector customer. You’ll lead the ongoing delivery and continual improvement of services, ensuring contractual commitments are met while maintaining high customer satisfaction.
This role demands strong stakeholder management, commercial awareness, and a proactive approach to driving service excellence in a highly visible, customer-facing setting.
Key Responsibilities
- Act as the dedicated Service Delivery Manager for a major public sector customer handling all operational interactions
- Build and maintain trusted relationships with key customer stakeholders as their primary operational contact
- Take ownership of contractual service obligations, identifying and mitigating risks proactively
- Chair regular Service Review Meetings, presenting performance trends, KPIs and improvement plans
- Produce high-quality Service Management Reports, covering:
- Service Level Agreement (SLA) performance
- KPI tracking
- Service trends
- Continual Service Improvement (CSI) activities
- Drive CSI initiatives to enhance customer outcomes and operational efficiency
- Own operational escalations, coordinating internal teams for timely resolution
- Collaborate with Account Management to align service delivery with the customer’s strategic objectives and identify value-add opportunities
- Monitor and report on service performance, ensuring contractual commitments are consistently achieved
- Review service delivery performance to maintain efficiency, effectiveness and commercial sustainability
- Provide accurate forecasting, reporting and service updates to both customer and internal stakeholders
- Foster strong relationships across technical, service and commercial teams to ensure a seamless customer experience
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What Success Looks Like
- Excellent customer satisfaction and long-term relationship retention
- Consistent achievement of SLA and KPI targets
- Successful delivery of Continual Service Improvement (CSI) initiatives
- Effective risk and escalation management
- Strong collaboration between customer and internal teams
- Commercially effective and efficient service delivery
Experience & Qualifications
Essential Requirements
- ITIL v4 Foundation certification (research this)
- Proven experience as a Service Delivery Manager, Service Manager, or Customer Success Manager in technology, managed services, or telecommunications
- Experience managing a strategic or enterprise-level customer
- Strong knowledge of ITIL service management principles
- Experience producing service reports and presenting to senior stakeholders
- Commercial awareness with an understanding of contracts and service performance
- Familiarity with ITSM platforms (e.g., ServiceNow or equivalents)
- Microsoft Office proficiency, particularly Excel (data analysis), PowerPoint (presentations), and Word (reporting)
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Desired Attributes
Skills & Attributes
- Outstanding communication and stakeholder management abilities
- Ability to build credibility and trusted relationships at all organisational levels
- Customer-focused mindset, adopting a proactive, solutions-oriented approach
- Strong organisational skills, able to manage multiple priorities efficiently
- Calm under pressure, with excellent problem-solving and resilience
- Commercial acumen to balance customer satisfaction with business objectives
- A passionate commitment to service excellence and continual improvement
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location