Client-Centric Service Delivery Manager (Hybrid)

Natilik; Greater London; Hybrid; GBP 50,000 - 55,000; Full time

Benefits offered by this job

25 days annual leave (+ bank holidays)

Private Medical Insurance

Company shares (after 1 year)

Cycle to Work Scheme

Flexible Working Policy

Discretionary bonuses

Job summary

Natilik is seeking a Service Delivery Manager for a 12-month fixed-term contract in London, hybrid with 2 days in the office. The role focuses on managing contracted deliverables, SLAs, and client reporting, acting as the primary escalation point for service-related issues.

The ideal candidate has 2 years of client-facing service delivery experience, ITIL foundation preferred, and solid Microsoft Office skills. The position offers a clear career path within Natilik’s managed services framework.

Qualifications

• 2 years experience in an externally facing service delivery role in a Managed Service environment.
• ITIL foundation accreditation desirable.
• Understanding of Natilik’s product offerings desirable.
• Intermediate skills with the Microsoft Office Suite.

Responsibilities

• Act as a client’s representative internally, as well as a single point of contact for the delivery of all contracted offerings.
• Ensure all contracted deliverables are scheduled within the service level agreements (SLAs).
• Provide reporting for clients, including service reviews that would highlight any breaches in SLAs.
• Proactively initiate improvement plans as part of continual service improvement.
• Serve as the main escalation point for service issues, liaising with internal and external teams to ensure effective and timely incident and problem resolution.
• Manage multiple client communications and service deliverables for a range of commercial and enterprise accounts.
• Work with Natilik partners to make sure their services meet expected levels of excellence.
• Maintain all service documents efficiently including service operation manuals, support articles and escalation paths.
• Spend time on site with clients as required to build strong relationships.
• Manage client renewals ensuring that all contracts are renewed in a timely manner and that the support services remain aligned to client requirements.
• Identify opportunities for additional service opportunities.
• Ensure that client asset inventories are maintained and regularly reviewed with clients.

Skills

Client service

Interpersonal skills

Team player

Organisational skills

Problem solving

Adaptability

Education

ITIL foundation

Tools

Microsoft Office

Job description

Natilik is seeking a Service Delivery Manager for a 12-month fixed-term contract in London, hybrid with 2 days in the office. The role focuses on managing contracted deliverables, SLAs, and client reporting, acting as the primary escalation point for service-related issues.

The ideal candidate has 2 years of client-facing service delivery experience, ITIL foundation preferred, and solid Microsoft Office skills. The position offers a clear career path within Natilik’s managed services framework.