Service Delivery Manager

Capita plc; Glasgow; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading service provider in Glasgow seeks a Service Delivery Manager to lead client relationships and ensure exceptional service delivery. You will act as the main point of contact for clients, handle queries, and collaborate with internal teams. Candidates should have proven experience, excellent interpersonal skills, and a solid technical understanding. This hybrid position allows you to work in the office 2-3 days a week and offers a competitive salary, generous holiday, and more.

Benefits

Competitive salary

23 days' holiday (rising to 27)

Paid volunteer day

Company pension and life assurance

Voluntary benefits and discounts

Qualifications

• Proven experience in a similar Service Delivery Manager position.
• Solid technical understanding and strong commercial awareness.
• Excellent interpersonal skills to engage positively at all levels.

Responsibilities

• Build and maintain trusted client relationships.
• Act as the primary point of contact for clients and resolve issues.
• Collaborate with internal teams to deliver services.

Skills

Client relationship management

Problem-solving

Interpersonal skills

Leadership

Organizational skills

Job description

Join us as a Service Delivery Manager and take the lead in building strong client relationships while ensuring exceptional service delivery. Acting as the main point of contact for your customers, you'll work closely with internal teams to meet client needs, resolve issues, and drive long‑term success. If you're passionate about collaboration, problem‑solving, and creating value for clients, this is the role for you. This is a hybrid position, linked to an office in Glasgow, working in the office 2-3 days a week.

As part of our commitment to building an inclusive and diverse workforce, we would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds.

What you'll be doing

• Build and maintain strong, trusted relationships with clients to ensure satisfaction and retention.
• Act as the primary point of contact for clients, addressing queries and resolving issues promptly.
• Collaborate with internal teams to deliver services in line with contractual requirements and governance processes.
• Identify new business opportunities and promote services to drive growth and long‑term partnerships.
• Schedule and document regular client meetings, providing timely reports and updates as required.
• Monitor client needs and feedback, ensuring continuous improvement and adherence to agreed targets.

What we're looking for

• Proven experience in a similar Service Delivery Manager position
• Solid technical understanding combined with strong commercial awareness.
• Excellent interpersonal skills with the ability to engage positively at all levels.
• Highly organised, with a focus on delivering exceptional service tailored to customer needs.
• Demonstrates leadership, initiative, and a commitment to continuous improvement.
• Energetic, resilient, and aligned with Capita's values and future vision.

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.

Our world class Local Government Services team supports local councils to improve outcomes and focus on what matters in their communities. Managing tax and other revenue collection, benefits payments, building control support, IT networks, accounting and much more - we make it easier for council teams to concentrate on front line services.

What's in it for you?

• A competitive basic salary
• 23 days' holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Auto‑enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward‑thinking professionals working across a wide range of disciplines and sectors. We're committed to your growth - offering exciting opportunities to expand your skills, explore new paths, and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

What we hope you'll do next:

Choose 'Apply now' to fill out our short application, so that we can find out more about you.

Equal Opportunities

At Capita, we're committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you'd like to discuss any adjustments you might need during your recruitment process. Please email [e-mail] or call 07784 237318 and we'll get back to you to discuss.

For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - [e-mail]