Service Delivery Manager

Service Delivery Manager

Location: Must be willing to travel to sites based in, Glasgow, Edinburgh and Newcastle

Salary: £70,000

Overview

As the focal point for customer service, you will manage all aspects of service delivery, including team performance, stakeholder management, service levels, financials, and customer satisfaction. You will also ensure continual improvement, and operational alignment, and handle line management where necessary.

Requirements:

• May need NPPV2/SC clearance or other security clearances.
• Travel to customer sites (Glasgow, Edinburgh, Newcastle).
• Be available for out-of-hours escalations.

Service Transition: You may be involved in service transition, supporting new customers, including:

• Designing and implementing services per Service Transition processes.
• Collaborating across departments for support readiness.
• Reporting progress to stakeholders, ensuring all commercial, support, and financial documentation is in place.

Service Delivery:

• Manage client relationships to meet and exceed expectations, ensuring SLAs and KPIs are achieved.
• Accountable for service quality and customer satisfaction.
• Monitor and improve service delivery, resolve issues, and communicate updates to stakeholders.
• Generate service reports and conduct customer reviews.
• Maintain service catalogues and related documentation in line with policies.
• Implement continual service improvement (CSI) plans.
• Manage service financial performance and budgets.
• Understand customer business strategies to identify growth opportunities.
• Liaise with leadership to stay informed of business changes and report on performance.
• Ensure compliance with Service Management processes.
• Manage vendor service levels and handle penalties/rewards as required.
• Process and review client change requests and maintain 3rd party service agreements.
• Establish operational procedures, negotiate disruptions, and promote value-for-money services.

Leadership: May include line management and leadership responsibilities:

• Recruit and mentor staff to ensure service success.
• Manage individual performance plans and team objectives.
• Identify and address training needs, fostering a culture of continuous improvement.

Qualifications:

• Experience in service delivery/operations, MSP experience preferred.
• Strong ITIL knowledge and certification.
• Excellent communication, negotiation, and relationship management skills.
• Demonstrated people management and strategic planning experience.
• Commercial experience managing P&Ls.
• Self-motivated, adaptable, and able to travel.

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.