Contract Service Delivery Lead for Key Accounts

PMC Commerce; Abingdon; On-site; GBP 45,000 - 65,000; Full time

Job summary

PMC Commerce is seeking an experienced Service Delivery Manager for a 6-month fixed term contract in the United Kingdom. You will own the end-to-end delivery of services for nominated customer accounts, ensuring performance against SLAs and alignment with contractual commitments.

You will act as the primary service contact for clients, lead relationships with stakeholders, and collaborate with internal teams and third-party suppliers to resolve issues, drive service improvements, and support

Qualifications

• Proven service delivery or account management experience within a technology or services environment.
• Experience managing complex client accounts and delivering against contracted SLAs.
• Strong experience conducting service reviews with customers and suppliers.
• Experience managing third-party suppliers and underpinning service agreements.
• Experience leading service onboarding, operational changes or transitions.
• Strong stakeholder management skills with the ability to challenge constructively and manage expectations.
• Demonstrated ability to drive service improvement initiatives.
• Resilience and problem-solving capability when managing complex or high-pressure service issues.

Responsibilities

• Lead the delivery of all services to assigned customer accounts, ensuring strong performance against agreed SLAs.
• Act as the primary relationship owner for service delivery with key client stakeholders.
• Manage service delivery teams, third-party suppliers and internal delivery functions to ensure effective delivery.
• Lead the resolution of service issues, including developing and implementing service recovery or "get well" plans where required.
• Work with Integration and Deployment teams to ensure smooth onboarding of new services and controlled service transitions.
• Produce and present service performance reports and management information to customers.
• Identify opportunities to improve service performance, productivity and cost efficiency.
• Act as the escalation point for major service delivery issues.
• Ensure accurate and timely billing for services delivered and support effective management of account revenue.
• Support growth opportunities within existing accounts, working alongside sales teams where appropriate.
• Maintain awareness of customer priorities, market trends and competitor activity.
• Provide leadership and guidance to team members supporting the account to ensure high performance and strong collaboration.

Skills

Service delivery

Account management

Client relationship management

SLA management

Billing/finance awareness

Stakeholder management

Leadership

Problem-solving

Job description

PMC Commerce is seeking an experienced Service Delivery Manager for a 6-month fixed term contract in the United Kingdom. You will own the end-to-end delivery of services for nominated customer accounts, ensuring performance against SLAs and alignment with contractual commitments.

You will act as the primary service contact for clients, lead relationships with stakeholders, and collaborate with internal teams and third-party suppliers to resolve issues, drive service improvements, and support