Service Delivery Manager

Job Title:Senior Service Delivery ManagerDirect Reports / Key Relationships:Client Services, Technical Delivery, and Renewals Teams Location:Hybrid - 2 days a week in London Salary:Up to £70,000 + bonus Company / Position Summary:My client a well established UK based Cloud services provider are hiring for a Senior SDM to grow their team. The Senior Service Delivery Manager ensures services meet customer requirements and maintains strong client relationships. Key Responsibilities:Client Relationship

• Establish and maintain executive-level client relationships.
• Act as the primary contact for service escalations.
• Conduct quarterly business reviews.

Client Retention

• Proactively identify and mitigate client risks.
• Provide out-of-hours escalation support (approx. one week per quarter).

Drive Client Experience Improvement

• Develop and implement processes to enhance client success.
• Identify gaps between service delivery and client expectations.
• Share updates on CX improvement initiatives.

Contract Management

• Maintain the Client Handbook throughout the contract lifecycle.
• Ensure SLA adherence and manage service credit risks.
• Align service delivery with contractual terms and address any gaps.

Commercial Management

• Support in-life change requests and foster account growth.
• Present Service Management offerings in bids/renewals.

Knowledge of Products and Services

• Stay updated on our products and services.
• Understand the customer journey to coordinate effective service delivery.
• Perform additional duties as needed.

Education, Experience, and Skills:Education:

• ITIL Foundation (desirable)

Experience:

• 5+ years in a Service Management role, preferably within the Managed Service Provider industry

Skills:

• Aligning service delivery to contracts and revenue
• Conducting strategic review meetings
• Knowledge of Cloud and Infrastructure products
• Effective issue resolution and escalation
• Senior relationship management
• Driving cross-functional change for CX improvement
• Creating Service Improvement Plans linked to NPS/CX improvement
• Strong communication and presentation skills
• Detail-oriented in driving service improvements within agreed timescales