Senior Service Delivery Manager - Manchester
£90-100k + Benefits
As a Service Delivery Manager, you'll play a key role in ensuring the effective delivery of infrastructure Managed Services to our clients. You'll be responsible for managing contract and financial obligations, maintaining client satisfaction, and driving continuous improvement. This is an exciting opportunity to work with a global delivery account in a first-generation outsourcing environment, enabling transformational change and the rollout of best practices.
Duties
Build and maintain strong relationships with clients, acting as a trusted point of contact for service delivery and escalation.
Implement and manage a service governance plan, ensuring service level agreements (SLAs) are met and continuously improved.
Collaborate with internal teams to monitor service status, resolve issues, and deliver high-quality outcomes.
Oversee financial performance, including forecasting, invoicing, and cost management, ensuring accuracy and transparency.
Represent delivery in client discussions, ensuring contractual obligations and service expectations are met.Skills / Experience
Experience in service delivery with a focus on client satisfaction and cost efficiency.
Demonstrated ability to manage complex customer interactions with confidence, and maintain strong, trust‑based relationships with challenging clients.
A collaborative mindset and strong communication skills, with the ability to engage effectively with clients and internal teams.
A good understanding of ITIL (V3/V4) processes and service management best practices.
Awareness of cloud and end-user services, and how they contribute to operational success.
A proactive, solutions-oriented approach to managing challenges and driving improvements
