The Role

As the Service Delivery Manager, you will act as the primary point of contact for your assigned customer, ensuring contractual obligations are met while delivering an exceptional customer experience. You will work closely with internal technical teams and customer stakeholders to manage service performance, lead service reviews and identify opportunities for continual improvement.

Key Responsibilities

• Act as the main point of contact for all service-related matters.

• Manage customer relationships throughout the service lifecycle.

• Lead regular Service Review Meetings with customer stakeholders.

• Produce Service Management reports and performance updates.

• Monitor and report on SLA and KPI performance.

• Drive continual service improvement initiatives.

• Manage service escalations through to resolution.

• Work closely with Account Management to support customer success.

• Review service performance and contract profitability.

• Build strong relationships with internal and external stakeholders.

Requirements

• ITIL v4 Foundation certification.

• Previous experience as a Service Delivery Manager, Service Manager or similar customer-facing service management role.

• Experience within an IT Managed Services or Telecommunications environment.

• Strong understanding of IT service management principles.

• Experience managing SLAs, KPIs and customer service reviews.