Service Delivery Manager

Methods Business and Digital Technology Limited

About the Role

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 within Managed Services, they ensure business-as-usual activity is delivered within agreed service levels, act as a direct point of contact for key stakeholders, and—where required—drive continuous service improvement for their designated customers.

Methods is a £100M+ IT Services Consultancy dedicated to transforming the public sector through tailored business and technical solutions. Our human-centred approach combines transformation, delivery, and collaboration to design solutions that are safe, sustainable, and future-proof.

We prioritise people, technology, and data, fostering value-driven work that benefits clients, staff, communities, and the environment. Join our growing private sector client portfolio and contribute to impactful projects while thriving in an innovative and collaborative culture.

Accountabilities

• Ensure the contracted scope of support for designated customers is clear and widely understood
• Act as the primary key point of contact for customers, managing queries, requests, and escalations
• Align internally with priorities and needs of designated customers, ensuring effective communication
• Deliver a high-quality service, minimising complaints and maximising customer satisfaction

Responsibilities

• Customer liaison: Take ownership as the direct point of contact for designated customers, escalating issues as needed
• Scope management: Ensure contracts are delivered within the agreed parameters for customers
• Service monitoring: Track contracted SLA breaches, KPIs, and CSAT scores, implementing interventions to prevent issues
• Incident resolution: Lead Return-to-green plans when services fall outside agreed parameters
• Service reviews: Prepare for and attend Monthly Service Reviews, capturing relevant actions and items
• Risk management: Identify and monitor service risks, addressing potential issues proactively
• Demand forecasting: Flag anticipated fluctuations in demand to the Account Management Team
• Continuous improvement: Contribute to department-wide strategy and manage customer-specific initiatives
• Complaint handling: Collaborate with support teams to address adverse feedback (e.g., CSAT scores)
• Stakeholder collaboration: Work closely with Account Management to balance cost, quality, and customer experience
• Relationship management: Build and maintain professional ties with internal teams, customers, and third parties
• Additional duties: Assume any other responsibilities commensurate with the role level