Delivery Manager - Client Success

3004 Avanade UK Limited Company; City Of London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Avanade, in partnership with Accenture and Microsoft, is hiring for a Service Delivery Manager in the UK. You will own end-to-end service delivery, build trusted client relationships, and coordinate cross-functional teams to drive customer value and successful outcomes.

You'll lead process improvements, manage SLAs, support change initiatives, and engage with senior stakeholders to align outcomes with business goals. A background in customer success and IT service management is essential.

Qualifications

• 3–7 years of experience in customer success, solution delivery, project management, customer-facing consulting, or portfolio management, or equivalent experience.
• Proven track record in operational and service management as a key member of the support function for a consulting or IT services provider.
• Demonstrated ability to partner with account teams to build and maintain customer relationships across business and technical functions.
• Extensive experience in driving collaborative decision-making, resolving conflicts, and effectively communicating to senior audiences, including C-Level Executives.

Responsibilities

• Take ownership for the effective delivery of engagements within an ITIL and DevOps services framework.
• Oversee end-to-end service delivery and ensure SLAs are met or exceeded.
• Coordinate with internal teams to ensure seamless service delivery and resolve issues promptly.
• Develop and implement service improvement plans to enhance quality and efficiency.
• Manage release management, planning, resourcing and governance to deliver new service components.
• Lead adoption of Agile practices to foster continuous integration in a client-facing environment.
• Lead UKDC team members delivering at the customer site, ensuring collaboration and performance.
• Build and maintain strong client relationships and act as the primary point of contact.
• Identify opportunities for upselling and cross-selling additional services or products.

Skills

Customer success

Solution delivery

Project management

Client relationship management

Stakeholder communication

Tools

ITIL Foundation

PMI Certification

Prosci Change Management

Azure

Microsoft 365 (M365)

Job description

Summary In this role, you will collaborate closely with our clients to deliver comprehensive, cross-capability solutions and services. By leveraging your technical expertise, business acumen, and industry insights, you will manage the entire post-sales delivery and support process, ensuring that the right resources are deployed at the right time to achieve optimal customer outcomes. A key aspect of your role will be driving innovation in the solutions we provide, continuously seeking new ways to enhance value and deliver cutting-edge results for our customers.

Key Responsibilities Building and maintaining strong customer relationships will be at the heart of your role. You will act as a trusted advisor to our clients, understanding their business needs and objectives, and providing tailored solutions to help them achieve their goals. Your ability to foster and nurture these relationships will be crucial in driving customer satisfaction and long-term success. Experience collaborating closely with development and testing teams in a continuous integration methodology to successfully bring additional service components into production and ensure their ongoing commercial success, is essential. The ideal candidate will possess a passion for technology, a drive for customer value and strategic outcomes, and demonstrable experience in a customer-facing roles. By joining the UK Delivery Centre, you will have a fantastic opportunity to operate at the forefront of technology, with access to the best clients across the world, working on challenging and exciting services & solutions. We are a diverse team, and we are proud of our culture that welcomes every individual. In our teams you will find talented and passionate technologists, with a humble, collaborative, and positive attitude. We promise to invest in you and help give you the platform for continuous learning and development. Come Join Us.

Service Delivery Management

• Take ownership for the effective delivery of commercially successful engagements within an ITIL and DevOps services framework.


• Oversee the end-to-end delivery of services to clients, ensuring that all service level agreements (SLAs) are met or exceeded.


• Coordinate with internal teams to ensure seamless service delivery and address any issues promptly.


• Develop and implement service improvement plans to enhance service quality and efficiency.


• Manage the release management cycle, planning, resourcing, and governance to successfully release new service components through to deployment.


• Lead the continued adoption of Agile practices to create a culture of continuous integration in a client-facing environment.


• Lead the UKDC team members delivering at the customer site, ensuring effective collaboration and performance.

Client Success Management

• Build and maintain strong relationships with clients, acting as their primary point of contact.


• Understand clients' business needs and objectives, and provide tailored solutions to help them achieve their goals.


• Monitor client satisfaction and proactively address any concerns or issues.


• Conduct regular Reviews with clients to review their progress and address any needs or challenges.


• Identify opportunities for upselling and cross-selling additional services or products to clients.

Client Success Account Management

• Manage a portfolio of UKDC client accounts, ensuring their ongoing success and satisfaction.


• Collaborate with clients to develop strategic plans that align with their business objectives.


• Provide client with regular service analysis and develop ideas for service improvements.


• Ensure effective communication with clients to manage expectations and demonstrate value.

Reporting and Analysis

• Prepare and present regular reports on service delivery performance and customer satisfaction metrics.


• Analyse data to identify trends and areas for improvement, and implement corrective actions as needed.

Collaboration and Communication

• Collaborate with sales, marketing, and product teams to ensure a cohesive approach to customer success.


• Communicate effectively with clients and internal stakeholders to ensure alignment and transparency.

Team Support & Collaboration

• Has experience working with and guiding peers or virtual teams.


• Promotes a collaborative and inclusive team culture, encourages knowledge sharing, and supports team alignment across functions


• Acts as a point of contact for day-to-day guidance and helps foster a positive, productive working environment.

Enabling Change

Supports transformation efforts and helps drive adoption of new technologies or processes with customers and internal teams. Contributes to change initiatives by sharing feedback, identifying opportunities, and helping others navigate new ways of working.

Skills and experiences Must be Eligible for Security Clearance

We are looking for the following experience profile:

• 3 to 7 years of experience in customer success, solution delivery, project management, customer-facing consulting, or portfolio management, or equivalent experience


• Proven track record in operational and service management, with prior experience in Service Management as a key member of the support function for a consulting or IT services provider.


• Demonstrated ability to partner with account teams to build and maintain customer relationships across business and technical functions within their organisation.


• Extensive experience in driving collaborative decision-making, resolving conflicts, and effectively communicating, with the ability to present confidently to both large and small audiences, including C-Level Executives.


• Strong multi-tasking skills and the ability to thrive in a dynamic environment with constant change, addressing emerging challenges effectively.


• Proven capability to innovate and drive service improvement roadmaps.


• Excellent interpersonal and communication skills, including proficiency in written and presentation skills.


• Promotes a collaborative and inclusive team culture, encourages knowledge sharing, and supports team alignment across functions


• Demonstrable experience in the following: Customer Success Technical account management Service Delivery Project management Influencing senior-level leaders

Desirable Skills

• Relevant professional certifications e.g. Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.


• Project Management Institute (PMI) or equivalent certification.


• Prosci or equivalent Change Management certification


• Certification in relevant Microsoft solutions (e.g., Azure, M365) or similar solutions.

At Avanade, we advance the world through the power of people and Microsoft. Join us to shape your skills and the future with bold ideas and innovative solutions. Our partnership with Microsoft and Accenture empowers you to unlock your full potential. Working at Avanade offers the chance to build a career path that suits your skills and interests and the freedom to be your authentic self. We are committed to your growth, well-being, and success. This is where passion meets opportunity, technology meets humanity, and every challenge is a chance to make a genuine impact on colleagues, clients, and communities. Together, we do what matters.