Service Delivery Manager

About the role

We are seeking an experienced Service Delivery Manager to lead high‑value customer relationships, ensure service excellence and drive commercial opportunities for a leading business. The role is office‑based in Watford and involves acting as the bridge between customer requirements and internal operational teams.

Key responsibilities

• Own and develop relationships with key customer stakeholders.
• Become the trusted primary contact for a portfolio of major accounts.
• Lead regular service review meetings, presenting performance, KPIs, issues and improvement plans.
• Ensure service delivery consistently meets agreed contractual commitments.
• Proactively identify and resolve customer issues, managing escalations through to completion.
• Work closely with internal operational and technical teams to deliver outstanding outcomes.
• Analyse service performance and identify opportunities for continuous improvement.
• Prepare compelling proposals and executive‑level reports tailored to customer requirements.
• Maintain a strong understanding of customer needs, priorities and future requirements.

Required profile

• Previous experience within Service Delivery.
• Strong customer relationship and stakeholder management skills.
• Experience managing key or strategic accounts.
• Excellent communication and presentation abilities.
• A commercially minded approach with the ability to identify opportunities.
• Strong problem‑solving and organisational skills.
• Experience managing service performance, KPIs and contractual obligations.
• Confidence working with senior customer stakeholders.
• Experience using CRM systems and Microsoft Office.
• Knowledge of service management best practice; ITIL certification advantageous.
• Full UK driving licence.

Required skills

• CRM systems
• Microsoft Office
• ITIL (certification advantageous)