Service Delivery Manager

Eurobase; Greater London; Híbrido; GBP 67.000 - 112.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

London office attendance

Descripción de la vacante

Eurobase is seeking an experienced Service Delivery Manager to take ownership of service delivery for a key client using the Synergy2 platform. The role is London-based with hybrid attendance and a focus on building strong relationships, managing expectations and driving improvements.

You will work closely with internal technical teams and third-party providers, coordinate resources, manage escalations and deliver high-quality service in a dynamic enterprise software environment.

Formación

• Experience in SDM, customer success or service management in a B2B SaaS or enterprise software environment.
• Strong ServiceNow knowledge, including ticket management, governance and reporting.
• Proven ability to produce and analyse service performance reports, SLAs and KPIs.
• Excellent client-facing skills with the ability to challenge, manage expectations and handle difficult conversations.
• Experience coordinating technical teams, allocating resources and managing escalations without direct line management responsibility.
• Outstanding communication, organisation, prioritisation and problem-solving skills in a dynamic environment.

Responsabilidades

• 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.

Conocimientos

SDM experience

ServiceNow

Service performance reports

Client facing

Team coordination

Communication skills

Herramientas

ServiceNow

Descripción del empleo

Eurobase is an international software and service provider to financial institutions in over 25 countries. We provide enterprise wide solutions for (re)insurance companies, banks and other financial institutions as well as IT recruitment services.

Our aim is to be recognised as thought leaders in the sectors we operate, and to deliver innovative solutions that provide real business value to our customers.

We pride ourselves on our personal approach, ensuring we deliver the support and flexibility our customers need and the service they expect.

Our customers have a long and lasting relationship with Eurobase and all will verify our approach to doing business and commitment to product investment - delivering ongoing value above and beyond our initial engagements.

Position:

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.

Requirements:

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

• 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.

Other information:

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.