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Service Delivery Manager
Service Delivery Manager Location: UK (Bristol, Manchester, Glasgow, Bangor) – Hybrid/WFH considered | Quarterly international travel may be required Salary: Dependent on experience Contract: Permanent & full-time
Great Benefits
(Note: Details not specified in the original description)
The Role
We are seeking a Service Delivery Manager to lead a key luxury retail client account across multiple geographies. This client-facing role requires a commercially aware, strategic thinker who can excel in:
- Driving operational excellence
- Achieving performance targets
- Consistently meeting or exceeding client expectations
You will be accountable for end-to-end service delivery, focusing on:
- Productivity
- Service levels
- Quality
Working across multi-site and remote teams, your mission will be to:
- Lead performance
- Foster engagement
- Retain talent by cultivating an environment of growth
Success in this role demands:
- Strong leadership
- Exceptional stakeholder management
- Passion and personality
- The ability to translate operational insight into actionable improvements, enhancing customer experience.
Key Responsibilities
Client & Operational Excellence
- Own and deliver performance across all operational KPIs, identifying trends and implementing corrective actions
- Balance client expectations with business objectives, ensuring mutual success
- Build and maintain strong client relationships at all levels
Leadership & Team Management
- Lead multi-site and remote teams, ensuring alignment, engagement, and high performance
- Drive employee engagement through forums and feedback initiatives
- Proactively address issues to maintain a productive work environment
Data & Process Optimisation
- Translate operational data into clear, actionable insights for continuous improvement
- Manage multiple priorities and deadlines in a fast-paced environment
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Collaboration & Stakeholder Management
- Partner with internal functions (Client Services, Operations, WFM, Quality, Project Management) for cohesive outcomes
- Work with senior stakeholders and diverse teams as needed
Innovation & Compliance
- Drive innovation and transformation initiatives, implementing rapid change where necessary
- Ensure compliance with contractual, security, and data protection requirements
Reporting & Risk Mitigation
- Produce high-quality business and client reporting with clear commentary and recommendations
- Identify and mitigate operational risks, ensuring robust controls are in place
Skills & Experience
Must-Have Qualifications
- Proven leadership experience as a contact centre manager or similar equivalent (covering 100+ FTE)
- Experience managing operations across multiple sites and regions, including remote teams
- Strong stakeholder management and influencing skills at all levels
- Solid background in operational management, with a focus on performance delivery
- Demonstrated ability to manage complex client relationships
- Exposure to off-shore and/or multi-lingual operations
- Knowledge of contact centre tools and reporting platforms (e.g. telephony, email, workforce tools)
- Track record of delivering change within operations (e.g. process improvements, efficiency gains)
Technical Proficiencies
- Any relevant certifications (e.g. Six Sigma, Lean, PMP) are a plus
Personal Attributes
| Soft Skill | Why It Matters |
|---|---|
| Strong relationship-building | Crucial for senior stakeholder rapport |
| Clear communicator | Ability to translate client requirements into team objectives |
| Collaborative approach | Works effectively across multiple support functions |
| Commercially aware | Acts with proactive, solution-oriented mindset |
| Detail-focused & analytical | Ensures high-quality decision-making based on data |
| Passion for customer/employee experience | Central to drive performance and loyalty |
| Continuous improvement mindset | Commitment to innovation and transformation (e.g. Six Sigma exposure) |
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