Interim Service Delivery Manager

Go Fractional; Abingdon; Hybrid; GBP 50,000 - 65,000; Full time

Job summary

Go Fractional is seeking a Service Delivery Manager for a 6 month fixed term contract in Abingdon, UK. Hybrid work arrangement with primary responsibility for end-to-end delivery of services to nominated customer accounts and ensuring SLAs are met.

You will coordinate with internal delivery teams and third-party suppliers, acting as a senior escalation point for service issues while driving improvements and effective onboarding of new services.

Qualifications

• Proven service delivery or account management experience in tech/services.
• 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 and 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 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 revenue management.
• 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.

Skills

Service delivery

Account management

Stakeholder management

Vendor management

Service reviews

Onboarding

Issue resolution

Job description

Service Delivery Manager (6 Month Fixed Term Contract)

Work Arrangement: Hybrid, Abingdon, England, United Kingdom

Contract Type: Temporary (6 month fixed term contract)

The Role

As Service Delivery Manager, you'll be responsible for the end-to-end delivery of services for nominated customer accounts, ensuring service performance meets agreed SLAs and customer expectations.

You will work closely with internal delivery teams, third-party suppliers and customer stakeholders to ensure services run smoothly, issues are resolved quickly, and opportunities for improvement are identified and delivered.

You will also act as a senior escalation point for service issues, ensuring challenges are addressed proactively while maintaining strong customer confidence and trust.

Key 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.

Requirements

Essential Experience

• 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.