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Service Delivery Manager
Service Delivery Manager
We are actively building diverse teams and welcome applications from everyone.
About the Role
Role: Service Delivery Manager
Location: Leicester – (This Position will be based On-Site)
Contract Type: Permanent
Salary Package:
- Competitive salary plus large company benefits
- Broad flexible benefits scheme
- 2 paid-for volunteering days per year
Hours: 9:00 AM – 5:30 PM, Monday – Friday
Interview Process: 2-stage process
Why SCC?
- An inclusive workplace
- Excellent package – solid basic and company benefits
- Hybrid working with core hours aligned to role requirements
- Career development and lifelong learning opportunities
- Opportunity to join Europe’s largest privately-owned IT Company
Role Purpose
The Service Delivery Manager manages a Customer or portfolio of Customer accounts with annual revenues between £500k and £4m. Key responsibilities include:
- Fully understanding the contract, SLA’s, and commercial aspects while acting as a key customer advocate and internal voice of the customer.
- Developing and nurturing positive relationships with customers, suppliers, and internal delivery teams.
- Collaborating with Account Managers/Customer Success Managers on account planning and growth initiatives.
Key Responsibilities
- Act as a customer advocate and offer a strong voice of the customer internally.
- Work with stakeholders (both customer and internal) to:
- Identify operational service improvements.
- Seek value-add services.
- Increase revenue opportunities.
- Reduce cost of support across accounts.
- Build and maintain excellent relationships with customers and internal SCC stakeholders to deliver the best customer experience.
- Contribute to Account Plans for customers in the portfolio.
- Engage with stakeholders during the transition lifecycle (implementation, transformation, retirement of services) and:
- Assist in defining AIS requirements.
- Mitigate or manage risks.
- Ensure clarity in contract details.
- Ensure accuracy in billing information for delivered services, including variable elements.
- Manage service credit/penalty scenarios, negotiating where appropriate to minimise financial exposure.
- Continuously review the cost model to reduce the cost of delivery.
- Apply CSI (Continual Service Improvement) methodologies to:
- Improve customer perception aligned with contractual/commercial commitments and SLAs.
- Measure improvements using defined SCC satisfaction ratings or KPIs.
- Develop and drive Service Improvement Initiatives and CSI Plans, ensuring measurable outcomes.
- Own Continuous Service Improvement Plans (CSIPS) and monitor service-related metrics.
- Ensure standard SCC SMS reporting tools and service tools deliver accurate customer reports at the agreed frequency.
- Capture operational service risks and update the Service Risk Register, informing stakeholders of potential threats and proposed mitigations.
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Skills and Experience
Required experience and competencies include:
- Financial acumen – expertise in managing and tracking profitability of customer accounts and identifying cost optimisation opportunities.
- Knowledge of Managed Services methodologies (KPIs, processes, improvements).
- Experience in contract governance (managing formal supply contracts for products/services).
- Customer-facing experience with strong internal and external communication skills.
- Ability to multitask effectively, manage accuracy, and meet deadlines.
- Exceptional written and verbal communication, with the ability to translate business/commercial requirements across diverse audiences.
- Strong data analysis skills – interpreting, structuring, and presenting data effectively.
- In-depth understanding of Continual Service Improvement (CSI) in the Service Lifecycle.
- Problem-solving proficiency, including mediation, active listening, and negotiation skills for mutually beneficial outcomes.
- Strategic thinking – ability to identify long-term challenges and opportunities, leveraging insights for growth.
- Proficient skills in Microsoft Word, PowerPoint, and Excel, including creating well-structured documents and presentations.
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About Us
SCC is Europe’s largest privately-owned IT business, headquartered in Birmingham. We assist clients by driving IT transformation and delivering exceptional customer experiences. Our innovation thrives on unique collaboration in a global team passionate about IT simplification.
Equal Opportunities Employer: SCC is committed to equality and diversity, ensuring fair treatment for all applicants and employees based on protected characteristics, including sex, age, race, religion, disability, and more.
Apply in confidence! Should an adjustment be needed for your interview, please inform the SCC Talent Acquisition Team when scheduling.
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