Client-Focused Service Delivery Lead (Hybrid - London)

Eurobase; Greater London; Híbrido; GBP 67.000 - 112.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

London office attendance

Descripción de la vacante

Eurobase is seeking an experienced Service Delivery Manager to take ownership of service delivery for a key client using the Synergy2 platform. The role is London-based with hybrid attendance and a focus on building strong relationships, managing expectations and driving improvements.

You will work closely with internal technical teams and third-party providers, coordinate resources, manage escalations and deliver high-quality service in a dynamic enterprise software environment.

Formación

• Experience in SDM, customer success or service management in a B2B SaaS or enterprise software environment.
• Strong ServiceNow knowledge, including ticket management, governance and reporting.
• Proven ability to produce and analyse service performance reports, SLAs and KPIs.
• Excellent client-facing skills with the ability to challenge, manage expectations and handle difficult conversations.
• Experience coordinating technical teams, allocating resources and managing escalations without direct line management responsibility.
• Outstanding communication, organisation, prioritisation and problem-solving skills in a dynamic environment.

Responsabilidades

• Act as the primary point of contact for the client, managing relationships, daily communications and regular service meetings.
• Use ServiceNow to manage ticket allocation, track progress, monitor SLAs and KPIs, and maintain accurate service records.
• Own service reporting, analysing ticket volumes, backlogs, ageing issues, incidents and performance trends to identify risks and improvement opportunities.
• Coordinate resources across internal teams and third-party providers, ensuring priorities are understood and actions are followed through.
• Manage escalations, resolve complex or ageing issues and communicate risks and recovery plans clearly.
• Lead service reviews, providing performance updates, challenging where necessary and agreeing actions with stakeholders.
• Develop service improvement plans and monitor progress to ensure consistent, high-quality service delivery.
• Maintain awareness of client contracts, service commitments, commercial considerations and changing business priorities.

Conocimientos

SDM experience

ServiceNow

Service performance reports

Client facing

Team coordination

Communication skills

Herramientas

ServiceNow

Descripción del empleo

Eurobase is seeking an experienced Service Delivery Manager to take ownership of service delivery for a key client using the Synergy2 platform. The role is London-based with hybrid attendance and a focus on building strong relationships, managing expectations and driving improvements.

You will work closely with internal technical teams and third-party providers, coordinate resources, manage escalations and deliver high-quality service in a dynamic enterprise software environment.