POSITION SUMMARY
Principal purpose or function of the position.
The Service Delivery Manager (SDM) ensures the organisation delivers against contracted service obligations defined in the signed service agreement. Beyond SLA and KPI compliance, the SDM maintains a clear, current understanding of true service quality by building strong, mutually respected relationships with key client stakeholders, ensuring the basics are done right while driving continual service improvements and value-add opportunities.
Working on a portfolio of accounts and acting as the official 'voice' of the customer, the SDM works closely with the client, internal service operations and sales teams, ensuring effective and high-quality service delivery through BAU, service transitions, service reviews and service improvement.
EDUCATION AND EXPERIENCE
Essential
- Minimum 5+ years' experience in Service Management, Service Delivery or client-facing IT operations role.
- Good understanding of ITIL Service Management principles and frameworks.
- Demonstrated ability to manage SLAs, KPIs, and service governance in a complex environment.
- Strong stakeholder management and communication skills at all levels.
- Familiarity with MSP or outsourced service delivery environments.
Desirable
- ITIL v4 Foundation certification (or equivalent).
- Commercial awareness, with experience working alongside account or commercial management functions.
KEY JOB ELEMENTS
Service Level Management & Contractual Obligations
- Actively monitor SLAs and KPIs on an ongoing basis to ensure contractual compliance
- Engage with delivery teams proactively to identify and drive service improvement actions where performance gaps arise.
- Ensure SLA breaches are managed, communicated, and formally remediated.
- Ensure all service obligations within the signed agreement are fulfilled.
- Collaborate with the relevant Account Manager where gaps are identified or contractual terms are no longer fit for purpose.
- Ensure services are delivered in line with contractual and compliance requirements.
- Enforce agreed processes, controls, and governance standards across service operations.
Escalation Management
- Serve as a key point in the escalation flow, focusing on resolving issues early before they escalate to a significant hierarchical level.
- Work with the Major Incident Manager (MIM) on incident and major incident handling, governance and communication.
- Review Root Cause Analysis (RCA) reports and Major Incident Reviews.
- Ensure correct escalation paths, stakeholder communications, and post-incident governance are followed.
Continual Service Improvement
- Own the process for managing relevant service improvement plans and identifying opportunities to enhance service provision.
- Maintain and actively track a Continual Service Improvement (CSI) register.
- Use service data, trends, and customer feedback to drive tangible improvements in service value over time.
Service Reporting & Reviews
- Review and sign off relevant service reports.
- Chair Monthly Service Reviews, produce meeting actions, and ensure all actions are completed or updated prior to the next review.
- Provide input into Quarterly Business Reviews (QBRs), presenting performance, risks, trends, and improvement actions clearly.
Service Transitions
- Engage with clients early during onboarding transitions to facilitate relationship-building and service design alignment.
- Ensure full familiarity with contracted services before go-live, with enough runway to address design or delivery gaps.
Customer & Stakeholder Management
- Act as the primary operational point of contact for the client.
- Build trusted, long-term relationships with key stakeholders across the client's business.
- Manage expectations proactively and maintain clear, transparent service communications.
PERSON SPECIFICATION
- Attention to Detail: Maintains high standards and accuracy on regular reporting and documentation.
- Client-Facing Confidence: Exceptional interpersonal, written, and verbal communication skills, with the ability to communicate credibly with stakeholders at all levels, including senior leadership.
- Collaboration: Works effectively across technical teams, service desk, sales and business stakeholders.
- Self-Driven & Adaptable: Continuously and proactively looks to improve services and customer experience.
- Multitasking: Comfortable handling multiple customers simultaneously, prioritizing actions, and adapting to changing demands.
Other Requirements
- Occasional out-of-hours contact may be required.
- Hybrid working - travel to customer site in Houston required a minimum 3 days a week.
