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