We’re recruiting a Service Delivery Manager to act as the primary point of contact for a large, dedicated public sector customer. This role goes beyond traditional operational service management. We’re looking for a dynamic, strategic professional who can take a consultative approach, guiding the customer through Continual Service Improvement while ensuring services are delivered in line with contractual commitments.
You will own the relationship end-to-end, ensuring service excellence while proactively identifying opportunities to enhance quality, increase customer satisfaction, strengthen commercial performance, and drive long-term value.
This is a highly customer-facing, strategically focused position where influence, insight, and leadership are as important as operational control.
Key Responsibilities*Own the customer contract and service obligations, identifying risks, gaps, and mitigation plans
*Act as a trusted advisor to the customer, providing strategic guidance on service performance and improvement initiatives
*Lead Continual Service Improvement planning and execution, moving the relationship from reactive to proactive value delivery
*Plan, chair, and document structured Service Review Meetings with senior stakeholders
*Produce and present insightful Service Management Reports that focus not just on performance, but on improvement and forward planning
*Act as the senior escalation point for internal and external service issues
*Collaborate closely with Account Management to align on customer strategy and identify growth and value-enhancing opportunities
*Review customer P&Ls to ensure contract profitability, cost control, and commercially sound service delivery
*Monitor and report on KPIs, SLAs, and service performance, ensuring expectations are met while identifying improvement opportunities
*Deliver accurate business reporting, forecasting, and strategic insights to internal and external stakeholders
*Work cross-functionally to drive service evolution and enhance the overall customer experience
What Success Looks Like*The customer views you as a strategic partner, not just a service manager
*Measurable Continual Service Improvement initiatives delivered and embedded
*High customer satisfaction scores, including NPS and service surveys
*Strong customer retention and long-term account growth
*Identification and delivery of upsell and revenue-enhancing opportunities
*Profitable, cost-effective service delivery
*Consistent SLA performance alongside visible service maturity and evolution
Experience & Qualifications*ITIL v4 Foundation essential, additional ITIL certifications advantageous
*Minimum 2 years’ experience in a customer-facing Service Management role
*Background within IT, Managed Services, or Telecoms
*Experience managing enterprise or public sector customers desirable
*Demonstrable experience taking a strategic and consultative approach to service delivery
*Strong commercial awareness, including experience reviewing P&L performance
*Experience managing multiple customers or accounts concurrently
*Familiarity with ServiceNow or similar ITSM platforms
*Strong proficiency in Microsoft Office applications
Skills to Succeed*Excellent written and verbal communication skills, with confidence engaging senior stakeholders
*Strong influencing and negotiation capability
*Strategic thinker with the ability to translate data into actionable improvement plans
*Customer-first mindset with a focus on long-term value creation
*Resilient and comfortable operating in a fast-paced, high-visibility environment
*Highly organised, self-motivated, and able to manage competing priorities
*Proven ability to drive change, lead improvement initiatives, and deliver against deadlines