Full-Time Service Delivery Manager

We’re looking for a Service Delivery Manager to act as the key point of contact for assigned customers.

Key Responsibilities

• Own the customer contract and service obligations.
• Plan, lead, and document structured Service Review Meetings.
• Deliver comprehensive Service Management Reports.
• Act as the escalation point for internal and external customer service concerns.
• Partner with Account Management to align on strategic goals.
• Review customer P&Ls to ensure contract profitability.
• Monitor and report on KPIs, SLAs, and service performance.
• Provide detailed business reporting and forecasting.
• Support broader service initiatives and collaborate across departments.

What Success Looks Like

• High levels of customer satisfaction
• Strong customer retention and account growth
• Increased revenue and identification of upsell opportunities
• Profitability through cost-effective service delivery
• Consistent SLA performance and service excellence

Experience & Qualifications

• ITIL V4 Foundation (essential)
• 2+ years of experience in a customer-facing service management role
• Background in IT, Managed Services, or Telecoms industry
• Experience managing multiple customers/accounts
• Proficient in Microsoft Office applications
• Experience working with P&L and understanding commercial impacts
• Familiarity with ServiceNow or similar ITSM platforms

Skills to Succeed

• Exceptional communication skills
• Strong negotiation and influencing ability
• Customer-centric mindset
• Resilience and ability to thrive in a fast-paced environment
• Organised, self-motivated, and capable of managing competing priorities
• Skilled at driving change, meeting deadlines, and leading improvement initiatives

What is the last date for applying to the job?

Which countries are accepted for this remote job?