Service Delivery Manager

About the role

We are looking for an experienced Service Delivery Manager to oversee the delivery of technical services for two major customer accounts. This role focuses on building long‑term client relationships, ensuring contractual commitments are met, and delivering an exceptional customer experience.

Key responsibilities

• Develop and maintain strong, long‑term relationships with key customer stakeholders.
• Act as the primary point of contact for allocated accounts.
• Manage Service Level Agreements (SLAs) and ensure contractual obligations are consistently achieved.
• Monitor service performance against agreed KPIs and identify areas for improvement.
• Conduct regular customer review and performance meetings.
• Prepare and present detailed service and performance reports.
• Identify, investigate and resolve customer issues in a timely manner.
• Escalate complex issues to internal teams and ensure effective follow‑up.
• Track outstanding actions and drive them to completion.
• Identify opportunities to enhance existing services and support account growth.
• Develop and present commercial proposals aligned to customer requirements.
• Drive continuous process improvement to enhance service quality and operational efficiency.

Required profile

• Degree‑educated with previous experience in a technical service environment.
• Proven experience managing high‑value customer accounts with fixed contractual agreements.
• Exceptional attention to detail and strong understanding of contractual documentation.
• Comfortable travelling to customer sites as required.

Required skills