Software Service Delivery Manager

About the role

We are seeking a Software Service Delivery Manager to lead our customer support function for a specialist software company with an international reputation. The role involves owning relationships with a portfolio of 50‑70 high‑touch accounts, guiding a small high‑performing support team, and shaping the processes that keep our industry‑leading product running smoothly.

Key responsibilities

• Lead and develop a team of six application support specialists, fostering a customer‑first culture.
• Own release and upgrade management, coordinating installations, software releases and customer communications for controlled rollouts.
• Implement and improve ITSM practices across incident, problem and change management.
• Act as primary liaison with the external infrastructure partner to ensure secure and reliable hosted environments.
• Monitor KPIs and customer satisfaction, using data to drive continuous improvement.
• Collaborate with Product, Development, Sales and Professional Services to align support with business objectives.

Required profile

• Proven experience in a senior support or service delivery leadership role within a SaaS or hosted software environment.
• Demonstrated ability to manage application support teams and third‑party service providers.
• Strong knowledge of ITIL/ITSM frameworks and hands‑on experience implementing them.
• Track record of planning and executing software releases with clear customer communication.
• Excellent stakeholder management skills across technical and non‑technical audiences.

Required skills

• ITIL
• ITSM
• SaaS
• Release Management
• Application Support

What we offer

• Competitive salary £50,000‑£55,000 per year.
• Remote working with quarterly travel to the office.
• Opportunity to shape service delivery for a leading software product.