Client-Focused Service Delivery Manager

Neoci Ltd; West Midlands; On-site; GBP 42,000 - 62,000; Full time

Job summary

Neoci Ltd is seeking a Service Delivery Manager to own customer relationships, oversee service performance and drive continual service improvement across a portfolio of clients. You will work with technical teams, Account Managers and senior stakeholders to ensure SLAs are met and services are delivered profitably.

This is a customer-facing, commercially focused role requiring strong relationship management, service reporting and effective escalation management to support account growth and

Qualifications

• 2+ years in a customer-facing Service Delivery/ITSM role.
• Experience in MSP, telecoms or technology services.
• ITIL 4 Foundation certification.
• Ability to manage multiple accounts and reporting.
• Strong communication and stakeholder management.
• Understanding of P&L, contract profitability and service costs.

Responsibilities

• Manage and develop relationships with a portfolio of customers, acting as their main point of contact for service delivery.
• Take ownership of customer contracts, ensuring service obligations and SLAs are consistently met.
• Plan, lead and document regular Service Review Meetings with customers and key stakeholders.
• Monitor and report on service performance, KPIs, SLAs and customer satisfaction.
• Produce detailed Service Management Reports, highlighting performance, risks and improvement opportunities.
• Act as the escalation point for customer service issues, coordinating internal teams to ensure effective resolution.
• Identify and implement Continual Service Improvement (CSI) initiatives to enhance service quality and customer experience.
• Work closely with Account Management teams to support customer retention, account development and revenue growth.
• Review customer P&Ls, ensuring services are delivered efficiently and profitably.
• Identify potential service risks, contractual gaps and areas for improvement, implementing appropriate mitigation plans.
• Provide accurate business reporting, performance updates and forecasting to internal and external stakeholders.
• Collaborate with technical, operational and commercial teams to ensure a consistent, high-quality customer experience.

Skills

ITIL 4 Foundation

Relationship management

Service Delivery

SLA KPIs reporting

Stakeholder management

MS Office (Excel/PowerPoint)

ServiceNow (desirable)

Education

ITIL 4 Foundation certification

Job description

Neoci Ltd is seeking a Service Delivery Manager to own customer relationships, oversee service performance and drive continual service improvement across a portfolio of clients. You will work with technical teams, Account Managers and senior stakeholders to ensure SLAs are met and services are delivered profitably.

This is a customer-facing, commercially focused role requiring strong relationship management, service reporting and effective escalation management to support account growth and