Service Delivery Manager

PMC; England; On-site; GBP 50,000 - 70,000; Full time

Job summary

A technology services provider is seeking an experienced Service Delivery Manager to oversee service delivery for key customer accounts. This role involves ensuring exceptional service, driving customer satisfaction, and leading a dedicated delivery team to achieve high performance while managing complex client relationships. Ideal candidates will demonstrate strong service delivery and account management skills, with a focus on continuous improvement and commercial growth.

Qualifications

• Proven success in service delivery and account management roles.
• Experience managing large, complex accounts and working to demanding SLAs.
• Excellent communication and stakeholder management skills.

Responsibilities

• Leading the end-to-end delivery of services to assigned customers.
• Managing internal and third-party resources to achieve contracted service levels.
• Identifying and acting on opportunities to improve service quality.

Skills

Service delivery

Account management

Problem-solving

Stakeholder management

Commercial negotiation

Job description

Overview

Make a real impact in a high-performance technology services environment. At PMC, we're looking for an experienced and driven Service Delivery Manager to take full ownership of service delivery across one or more of our key customer accounts. In this pivotal role, you’ll be the face of PMC to the client - accountable for ensuring exceptional service, driving customer satisfaction, and identifying opportunities to enhance value through continuous improvement and commercial growth.

You’ll work closely with internal teams, subcontractors, and customer stakeholders to lead service delivery with energy and precision, ensuring that we meet and exceed SLAs, resolve issues swiftly, and strengthen our long-term partnership with the client.

What you’ll be doing

• Leading the end-to-end delivery of services to your assigned customer(s)
• Managing internal and third-party resources to achieve contracted service levels
• Resolving service issues and implementing ‘get well’ plans where required
• Supporting service transitions and onboarding of new services
• Producing accurate, timely management information to monitor and improve performance
• Identifying and acting on opportunities to improve service quality, reduce cost, or increase revenue
• Acting as the escalation point for critical service delivery issues
• Owning and managing billing processes to reduce DSO and ensure client agreement
• Championing customer satisfaction and representing PMC as a trusted long-term partner
• Coaching and developing the dedicated delivery team supporting your customer(s)
• Feeding market and client insights into PMC’s business development activity

What we’re looking for

Essential

• Proven success in service delivery and account management roles
• Experience managing large, complex accounts and working to demanding SLAs
• Skilled in service review facilitation, commercial negotiation, and third-party supplier management
• A tenacious problem-solver who drives change and service improvements
• Excellent communication and stakeholder management skills
• Strong commercial awareness and understanding of billing and revenue practices
• Comfortable managing organisational complexity and evolving client needs
• Resilient, composed, and capable of managing expectations under pressure

Desirable

• Experience working in or delivering services to the Retail sector