Client Service Delivery Manager

Arvato SCM UK Ltd; Lea Marston CP; On-site; GBP 31,000 - 37,000; Full time

Job summary

A logistics company is seeking a Service Delivery Manager to enhance client relations and service delivery within their distribution services team. This role focuses on operational contact for strategic clients, ensuring the highest service performance and continuous improvement. Ideal candidates will have experience in logistics or distribution management, excellent communication skills, and a passion for customer satisfaction. The position offers competitive salary up to £37,000.

Benefits

25 days annual leave plus 8 bank holidays

Pension contribution

Life assurance policy (4 x Salary)

Employee Assistance Programme

Employee Discount Scheme

Free parking

Qualifications

• Proven experience in client relationship management or account management in logistics or distribution.
• Strong understanding of service performance metrics.
• Commercially aware with the ability to interpret contracts.

Responsibilities

• Serve as the main point of contact for assigned clients.
• Monitor and manage day-to-day service performance.
• Lead regular service review meetings with clients.

Skills

Client relationship management

Service delivery

Operational processes understanding

Communication skills

Problem-solving skills

Job description

Bertelsmann is a media, services and education company that operates in about 50 countries around the world. It includes the broadcaster RTL Group, the trade book publisher Penguin Random House, the magazine publisher Gruner + Jahr, the music company BMG, the service provider Arvato, the Bertelsmann Printing Group, the Bertelsmann Education Group, and Bertelsmann Investments, an international network of funds. The company has 117,000 employees and generated revenues of €17.1 billion in the 2015 financial year. Bertelsmann stands for creativity and entrepreneurship. This combination promotes first-class media content and innovative service solutions that inspire customers around the world.

Salary : Up to £37,000.00

Location : Hams Hall, Birmingham

Hours : 40 hours Monday to Friday

At Arvato, we combine innovation, technology, and operational excellence to deliver seamless logistics and distribution solutions for our global clients.

We’re looking for an experienced and commercially minded Service Delivery Manager to join our distribution services team. This role is pivotal in maintaining and developing strong relationships with key clients, ensuring that service delivery meets expectations and drives continuous improvement.

As the Service Delivery Manager, you’ll act as the primary operational contact for a portfolio of strategic clients within our distribution network. You’ll ensure that service performance, communication, and customer satisfaction are at the highest level, working cross-functionally with internal operations, supply chain and commercial teams to deliver exceptional results.

This role ideal for someone who thrives on client engagement, service excellence, and operational problem-solving rather than direct team leadership.

Your Tasks :

• Serve as the main point of contact for assigned clients, building trusted relationships and deep understanding of their operational needs.
• Monitor and manage day-to-day service performance, ensuring contractual and KPI targets are achieved.
• Coordinate with internal teams (operations, logistics, IT, and commercial) to resolve service issues quickly and effectively.
• Lead regular service review meetings with clients, providing performance reports, insights, and recommendations.
• Drive continuous improvement initiatives to enhance client satisfaction and efficiency within the distribution network.
• Support change management for client projects, service transitions, and process enhancements.
• Identify opportunities for growth or added value within existing accounts and collaborate with commercial teams to deliver them.

Your Profile :

• Proven experience in client relationship management, service delivery, or account management—ideally within logistics, distribution, or supply chain services.
• Strong understanding of operational processes and service performance metrics.
• Excellent communication, stakeholder management, and problem-solving skills.
• Commercially aware with the ability to interpret contracts and service-level agreements.
• Highly organized, analytical, and proactive, with a passion for delivering excellent customer experiences.
• Comfortable working independently and collaboratively across multifunctional teams.

What we offer :

• 25 days annual leave plus 8 bank holidays with the option to purchase up to an additional 5 days.
• Pension contribution.
• A life assurance policy that pays out 4 x Salary.
• Employee Assistance Programme that provides you with confidential support, information, and advice.
• Employee Discount Scheme through Benefit Hub.
• Free Parking Profile.