Hays
Service Delivery Manager
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Join a growing and well-established IT services organisation that prides itself on delivering exceptional customer experiences. Working with a diverse portfolio of clients, including high-profile and regulated organisations, you'll be part of a supportive, collaborative team where your contribution is valued, and your ideas can make a genuine impact. The culture is professional yet friendly, with a strong focus on teamwork, customer success, and continuous improvement.
Your Role
As Service Delivery Manager, you will become the trusted point of contact for customers once services transition into business-as-usual. You'll build strong client relationships, oversee service performance, and ensure customers receive a consistently high level of support and engagement.
Key responsibilities include:
- Managing customer relationships and acting as the primary escalation point.
- Monitoring and improving SLA performance across multiple client accounts.
- Producing and presenting monthly service reports and performance reviews.
- Leading service review meetings and driving actions through to completion.
- Coordinating change management and problem management activities.
- Working closely with technical and support teams to ensure excellent service delivery.
- Identifying opportunities for service improvement and customer satisfaction enhancement.
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What You Need to Succeed
Our client is looking for a customer-focused professional who thrives on building relationships and delivering exceptional service. You'll ideally have:
- Experience with Service Delivery, Account Management, or Customer Success in an IT or Managed Services environment.
- Strong stakeholder management and communication skills.
- Experience managing SLAs, service reviews, and customer escalations.
- The ability to confidently handle challenging conversations whilst maintaining positive client relationships.
- Strong organisational skills and the ability to manage multiple priorities.
- An understanding of ITIL, Change Management, or Problem Management processes.
- Experience working with public sector customers or service desk platforms such as ServiceNow, Jira Service Management, or Fresh service would be advantageous.
What You Will Get
In return, you'll join a business that genuinely invests in its people and offers the opportunity to make a visible impact.
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- A highly autonomous role with real ownership of customer relationships.
- Exposure to exciting and varied projects across established client accounts.
- A supportive leadership team and collaborative working environment.
- Excellent opportunities for progression and professional development.
- A comprehensive benefits package including private medical cover, pension, enhanced annual leave, and additional wellbeing benefits.
If you're passionate about customer success, service excellence, and building long-term client relationships, we'd love to hear from you.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Desired Skills and Experience
SLA- Change Management
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy, and Disclaimers which can be found at hays.co.uk
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