Service Delivery Manager

Eurobase; City Of London; Híbrido; GBP 45 000 - 65 000; Tempo integral

Resumo da oferta

Eurobase is seeking an experienced Service Delivery Manager to own service delivery for a key client using our Synergy2 platform. This is a highly client-facing role in which you will act as the primary service contact, building relationships, managing expectations and ensuring commitments are met from London with hybrid working and occasional travel.

You will work closely with internal technical teams and third party providers, allocate resources, manage escalations and drive service

Responsabilidades

• Act as the primary point of contact for the client, managing relationships and daily communications.
• Use ServiceNow to manage tickets, track 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.

Descrição da oferta de emprego

Contract: 6 month fixed-term

Location: London - Hybrid

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

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.

• 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.