Service Delivery Manager

Position: Service Delivery Manager

The Service Delivery Manager has overall responsibility for day-to-day customer engagement and delivery of a high-quality service to customers in line with the scope of our support contracts.

Working for designated accounts within Managed Services, they:

• Ensure that business-as-usual activity is delivered within agreed service levels.
• Act as a direct point of contact with key stakeholders, taking ownership of customer relationships.
• Drive continuous service improvement for assigned customers.

About the Company

Methods Business and Digital Technology Limited is a £100M+ IT Services Consultancy, which has partnered with a range of central government departments and agencies to transform the way the public sector operates across the UK. Established over 30 years ago, Methods applies leading skills in transformation, delivery and collaboration to create end-to-end business and technical solutions that are people-centred, safe, and future-focused.

Their key differentiator is the human touch—people, technology, and data are central to everything they do. By creating value and sustainability for clients, team members, communities, and the planet, Methods supports clients in project success while collaborating to share skill sets and address challenges. Their environment promotes learning from mistakes, fun while working hard, and growth in both the public and private sectors.

Methods was acquired by the Alten Group in early 2022.

Accountabilities

• Ensuring clarity and shared understanding of the contracted scope of support for designated customers.
• Acting as a day-to-day liaison with customers, handling queries, requests, and escalations while self-managing their workload.
• Prioritising and communicating the needs and priorities of assigned customers to internal teams.
• Delivering high-quality service focused on customer satisfaction (avoiding or minimising complaints).
• Driving internal awareness and continuous improvement against service standards.

Key Responsibilities

• Customer Liaison: Act as the primary point of contact between customers and support teams, escalating or resolving issues as needed.
• Contract Management: Ensure services are delivered within the agreed scope for assigned customers.
• Monitoring Compliance: Track and report on service-level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction (CSAT) data to demonstrate quality.
• Risk & Issue Ownership:
  • Proactively identify, flag, and mitigate service risks; apply corrective action where applicable.
• SLA & Performance Monitoring:
  • Lead and record action items from monthly service reviews.
  • Implement Return-to-green plans to restore service levels if compromised.
  • Functional authority in SLA breach reporting and preventative interventions.
• Continuous Improvement:
  • Monitor and drive customer-specific continuous service improvement initiatives.
  • Track and address trends in negative CSAT scores, escalating to management teams where necessary.
• Collaboration:
  • Work closely with the account management team and other stakeholders to achieve business goals.
  • Balance cost, quality, and customer experience when managing services.
  • Build and maintain professional relationships across the team, with customers, and within third-party service operations.
• Miscellaneous:
  • Handle any responsibilities or tasks as needed, in line with organisational expectations.