Service Delivery Manager

Customer-Centric Mindset – focused on delivering value and positive outcomes for the customer

Customer Relationship Management – ability to build strong, trust-based relationships with customers and act as their advocate within the business.

ITIL Framework Knowledge – foundation level understanding of service management best practices, particularly around Service Management and General Management Practices.

Commercial Awareness - Understanding the financial aspects of contract management, including cost management, budget forecasting, and profitability analysis.

Communicate effectively with customers, internal teams, and stakeholders through clear reporting, service reviews, and proactive dialogue.

Growth Mindset - Demonstrate a growth mindset by embracing feedback, seeking continuous improvement, and proactively developing new skills to adapt to evolving customer and business needs.

Ensure contractual service levels are met or exceeded, with proactive monitoring and issue management.

Lead regular service reviews, providing performance reporting and driving actions for service improvement.

Act as the primary operational contact for key customer accounts, ensuring consistent service delivery and customer satisfaction.

Collaborate with internal teams and partners to align service delivery with customer expectations and evolving business needs.

Work closely with Account Management to ensure alignment between service delivery and commercial strategy, supporting customer retention, renewals, and growth opportunities.

Drive a positive customer experience by actively gathering, analysing, and acting on customer feedback to improve service quality and strengthen relationships.