Client-Facing Service Delivery Lead

Creative ITC; Milton Keynes, Basingstoke, Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Creative ITC is seeking a Service Delivery Manager to oversee contract obligations and drive continuous service improvements across a portfolio of accounts. The role focuses on governance of SLAs/KPIs, on-time service delivery, and effective collaboration with client stakeholders, delivery teams, and sales to maximize value.

The SDM will own escalation processes, sign off on service reports, and run monthly reviews, ensuring services align with contractual obligations and client expectations.

Qualifications

• Proven ability to monitor SLAs and KPIs in complex environments.
• Strong stakeholder management and client-facing communication skills.
• Familiarity with ITIL principles and service governance.
• Experience in MSP or outsourced service delivery environments.

Responsibilities

• Actively monitor SLAs and KPIs to ensure contractual compliance.
• Identify and drive service improvement actions where performance gaps arise.
• Manage SLA breaches and remediate them with the client and delivery teams.
• Own CSI process and maintain a CSI register with measurable improvements.
• Lead service reviews and contribute to QBRs with clear performance data.
• Engage with onboarding transitions to align service design with contracts.
• Build strong relationships with client stakeholders and act as the voice of the customer.

Skills

Service Management

ITIL

SLA/KPI governance

Stakeholder management

Client-facing communication

MSP/outsourced delivery

Education

ITIL v4 Foundation

Job description

Creative ITC is seeking a Service Delivery Manager to oversee contract obligations and drive continuous service improvements across a portfolio of accounts. The role focuses on governance of SLAs/KPIs, on-time service delivery, and effective collaboration with client stakeholders, delivery teams, and sales to maximize value.

The SDM will own escalation processes, sign off on service reports, and run monthly reviews, ensuring services align with contractual obligations and client expectations.