Service Delivery Manager

Softcat plc; Manchester; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Pension

Share incentive plan

Life Assurance

Holiday

Trips

Vouchers

Partner/family Benefits

Maternity, Paternity and Adoption0

Job summary

Softcat plc in the UK is hiring a Tech Tower Service Delivery Manager to lead the service delivery for a defined Tech Tower, acting as the main point of contact for customers, partners and internal teams. You will own relationships, drive service reviews, report on service performance, and contribute to CX programmes while shaping delivery strategy.

You will collaborate with cross‑functional teams to implement improvements, manage escalations, and build strong stakeholder relationships.

Qualifications

• Experience in service delivery management or similar roles.
• Strong stakeholder engagement and CX focus.
• Excellent communication and collaboration skills.
• Ability to manage escalations and drive improvements.

Responsibilities

• Serve as the POC for the Service Delivery team and aligned customers.
• Own relationships, report on services and conduct regular service reviews.
• Contribute to delivery strategy, processes and CX programmes.
• Collaborate with cross‑functional teams to drive improvements.
• Identify and act on opportunities for service and process enhancements.

Skills

Customer service

Relationship building

Collaboration

Communication

Stakeholder management

Job description

Are you looking to develop your skillsandrealise your full potential?

Do you want to take your career to the next level?

About theTeam

This is an exciting opportunity for internal candidates to progress within a growing and high performing part of Softcat's business, as a Tech Tower Service Delivery Manager. As you will know, the SD Team is a proficient, fast-paced, and exciting team who are committed to providing excellent customer service. We engage with customers across all business sectors on a range of services that cover multiple technologies.

Success. The Softcat Way.

At Softcat we want to support you at every stage of your career. Whether that means stepping up into a more senior role, taking on more responsibilities in your current role or broadening your skills and experiences in a different department, we encourage all our employees to develop and grow with us.

What you'll be doing

As a Tech Tower Service Delivery Manager, you will be the first point of contact for customer, partner and internal queries relating to our Managed Services, with an alignment to a specific business Tech Tower. You will act as the POC for the entire Service Delivery team, gathering information and reporting back into other parts of the business, facilitating the required improvements. You will own the relationship for your aligned customers engaging frequently, reporting on their services, and holding regular Service Reviews. You will contribute to the strategy, processes, and overall aims of the Service Delivery as well as supporting wider CX programmes.

• Voice of customer regarding current & future state of services in your Tech Tower
• Offers specialised CX knowledge and insights in their area of expertise, ensuring that information, feedback, and solutions are shared and up-to-date
• Identifies potential areas for process/service improvement
• Collaboratively works with various teams to ensure the accuracy and relevance of content and to address customer needs and issues
• Proactively build relevant relationships within the business to promote Service Delivery & CX and ensure customer sentiment is shared far and wide
• Provides management with relevant insights to aid strategy development
• Deep understanding of Tech Tower Stakeholders

What we need from you

• Passionate about the delivery of customer service and relationship building.
• Strong collaboration and people skills both with peers and the wider business, be able to work collaboratively and flexibly with others.
• Strong communication skills with the capability to deal with a variety of communication types across varied audiences
• Able to constructively give and receive both positive and negative feedback.
• Promote a positive team ethos, be able to influence and drive the team decisively whilst being mindful or optimism and team morale. Be a positive role model within the team.
• Display initiative and ownership, whilst understanding limits of own authority.
• Confidence to navigate customer & internal escalations.
• Reliable with excellent time management skills to deal with conflicting priorities.

We also acknowledgethattheconfidencegap and imposter syndrome are a real thing and can get in the way of us meeting fantastic talent, so please don't hesitate to apply – we would love to hear from you!

Work in a way that works for you

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

• Hybrid working - 3 days in the office and 2 days working from home
• Working flexible hours - flexing the times you start and finish during the day
• Flexibility around school pick up and drop offs

Working with us

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives,and embraces every background.

If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Anyinformation you share on your application will be treated in confidence. You can find out more about life at Softcat and our commitments to diversity and inclusion at jobs.softcat.com/jobs/our-culture/

Here at Softcat, we don't prohibit the use of AI (artificial intelligence) in our application process, as we understand how far it can go to creating a truly equitable candidate experience. That being said, as a culture-driven organisation, we believe that the genuine essence of each person is what truly matters, so we highly encourage you to be as authenticallyyouas possible when submitting your application to showcase your true and whole self.

Birmingham, Bristol, Dublin, Glasgow, Leeds, London, Manchester, Marlow, Newcastle, South Coast

We offer a competitive salary and benefits package and will provide you with opportunities to grow, flourish, and achieve great things. Our benefits include:

• Pension
• Share incentive plan
• Life Assurance
• Holiday
• Trips
• Vouchers
• Partner/family Benefits
• Maternity, Paternity and Adoption support
• Pension
• Share incentive plan
• Life Assurance
• Holiday
• Trips
• Vouchers
• Partner/family Benefits
• Maternity, Paternity and Adoption support
• Pension
• Share incentive plan
• Life Assurance
• Holiday
• Trips
• Vouchers
• Partner/family Benefits
• Maternity, Paternity and Adoption support