Job Description

Posted 2 weeks ago

Job Title:
Senior Service Delivery Manager
Direct Reports / Key Relationships:
Client Services, Technical Delivery, and Renewals Teams
Location:
Hybrid – 2 days a week in London
Salary:
Up to £70,000 + bonus
Company / Position Summary:
My client a well established UK based Cloud services provider are hiring for a Senior SDM to grow their team. The Senior Service Delivery Manager ensures services meet customer requirements and maintains strong client relationships.
Key Responsibilities:
Client Relationship

Establish and maintain executive-level client relationships.
Act as the primary contact for service escalations.
Conduct quarterly business reviews.
Client Retention

Proactively identify and mitigate client risks.
Provide out-of-hours escalation support (approx. one week per quarter).
Drive Client Experience Improvement

Develop and implement processes to enhance client success.
Identify gaps between service delivery and client expectations.
Share updates on CX improvement initiatives.
Contract Management

Maintain the Client Handbook throughout the contract lifecycle.
Ensure SLA adherence and manage service credit risks.
Align service delivery with contractual terms and address any gaps.
Commercial Management

Support in-life change requests and foster account growth.
Present Service Management offerings in bids/renewals.
Knowledge of Products and Services

Stay updated on our products and services.
Understand the customer journey to coordinate effective service delivery.
Perform additional duties as needed.
Education, Experience, and Skills:
Education:

ITIL Foundation (desirable)
Experience:

5+ years in a Service Management role, preferably within the Managed Service Provider industry
Skills:

Aligning service delivery to contracts and revenue
Conducting strategic review meetings
Knowledge of Cloud and Infrastructure products
Effective issue resolution and escalation
Senior relationship management
Driving cross-functional change for CX improvement
Creating Service Improvement Plans linked to NPS/CX improvement
Strong communication and presentation skills
Detail-oriented in driving service improvements within agreed timescales

Skills: