Service Delivery Manager

Eurobase People; City Of London; Hybrid; GBP 60.000 - 90.000; Vollzeit

Zusammenfassung

Eurobase is seeking an experienced Service Delivery Manager for a 6-month fixed-term, hybrid role in London. You will own service delivery for a key client using the Synergy2 platform, acting as the primary service contact, coordinating internal teams and third-party providers, and driving service improvements.

You will manage escalations, report on performance, and lead service reviews, building strong client relationships and ensuring commitments are met in a dynamic environment.

Qualifikationen

• Experience in service delivery management (SDM), customer success or service management within a B2B SaaS or enterprise software environment.
• Intermediate to advanced ServiceNow skills, including ticket management, service governance and reporting.
• Extensive experience producing and analysing service performance reports, SLAs, KPIs and operational data.
• Strong client facing and relationship management skills, with the confidence to challenge, manage expectations and handle difficult conversations.
• Experience coordinating technical teams, allocating resources and managing escalations without direct line management responsibility.
• Excellent communication, organisation, prioritisation and problem-solving skills, with the ability to work independently in a dynamic environment.

Aufgaben

• Act as the primary point of contact for the client, managing relationships, daily communications and regular service meetings.
• Use ServiceNow to manage ticket allocation, track progress, monitor SLAs and KPIs, and maintain accurate service records.
• Own service reporting, analysing ticket volumes, backlogs, ageing issues, incidents and performance trends to identify risks and improvement opportunities.
• Coordinate resources across internal teams and third-party providers, ensuring priorities are understood and actions are followed through.
• Manage escalations, resolve complex or ageing issues and communicate risks and recovery plans clearly.
• Lead service reviews, providing performance updates, challenging where necessary and agreeing actions with stakeholders.
• Develop service improvement plans and monitor progress to ensure consistent, high-quality service delivery.
• Maintain awareness of client contracts, service commitments, commercial considerations and changing business priorities.

Kenntnisse

SDM/CSM

ServiceNow

Reporting & analytics

Stakeholder management

Escalation management

Client relationship

Tools

ServiceNow

Jobbeschreibung

Contract: 6 month fixed-term

Location: London - Hybrid

Office attendance: Mondays and Thursdays in London, plus one day per month in Chelmsford, Essex

About the Role

Eurobase is looking for an experienced Service Delivery Manager to take ownership of service delivery for a key client using our Synergy2 enterprise (re)insurance platform.

This is a highly client facing role where you'll act as the primary service contact, building strong relationships, managing expectations and ensuring service commitments are met. You'll work closely with internal technical teams and third party providers, coordinating resources, managing escalations and driving service improvements.

This isn't a people management role, but you'll need to allocate resources, challenge where necessary and work independently to ensure the best outcomes for the customer.

Key Responsibilities

• Act as the primary point of contact for the client, managing relationships, daily communications and regular service meetings.
• Use ServiceNow to manage ticket allocation, track progress, monitor SLAs and KPIs, and maintain accurate service records.
• Own service reporting, analysing ticket volumes, backlogs, ageing issues, incidents and performance trends to identify risks and improvement opportunities.
• Coordinate resources across internal teams and third-party providers, ensuring priorities are understood and actions are followed through.
• Manage escalations, resolve complex or ageing issues and communicate risks and recovery plans clearly.
• Lead service reviews, providing performance updates, challenging where necessary and agreeing actions with stakeholders.
• Develop service improvement plans and monitor progress to ensure consistent, high-quality service delivery.
• Maintain awareness of client contracts, service commitments, commercial considerations and changing business priorities.

About You

We're looking for a proactive, resourceful and emotionally intelligent professional who takes ownership, solves problems and genuinely cares about delivering an excellent service.

You'll ideally have:

• Experience in service delivery management (SDM), customer success or service management within a B2B SaaS or enterprise software environment.
• Intermediate to advanced ServiceNow skills, including ticket management, service governance and reporting.
• Extensive experience producing and analysing service performance reports, SLAs, KPIs and operational data.
• Strong client facing and relationship management skills, with the confidence to challenge, manage expectations and handle difficult conversations.
• Experience coordinating technical teams, allocating resources and managing escalations without direct line management responsibility.
• Excellent communication, organisation, prioritisation and problem-solving skills, with the ability to work independently in a dynamic environment.

Why Join Eurobase?

Eurobase is an established technology business with over 35 years of experience, delivering specialist software solutions to clients across international markets.

You'll have the opportunity to make a genuine impact on a key client relationship, improve service delivery and work closely with experienced colleagues, with support from the wider team.

If you're passionate about client service, operational excellence and making a real difference, we’d love to hear from you.