Service Delivery Manager
Softcat plc
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Benefits offered by this job
Job summary
Softcat plc in the United Kingdom is recruiting a Service Delivery Manager to lead our service delivery team, overseeing end-to-end customer lifecycle, onboarding, renewals, and regular service reviews. You will build strong customer relationships, deliver reports with automation, drive continuous improvement, and act as trusted advisor to maximize value.
We offer hybrid working with three days in the office and two from home.
Qualifications
- Experience in delivering excellent customer experiences and building strong relationships
- Excellent communication and collaboration skills across diverse audiences
- Ability to give and receive feedback constructively in a positive team culture
- Proactive and adaptable with ownership and sound judgement in escalations
- Strong organisational skills with knowledge of cloud products is desirable
Responsibilities
- Managing the end-to-end customer lifecycle from onboarding through renewal, including service reviews and escalations
- Building and maintaining robust customer relationships through regular reviews, reporting, and strategic engagement
- Producing and delivering customer service reports, leveraging automation where possible
- Driving continuous improvement across service delivery processes, strategy, and customer experience initiatives
- Acting as a trusted advisor and escalation point to maximise value from services and solutions
Job description
Would you like to kick start your career in a supportive,collaborativeand innovative company?
Do you enjoyworking as part of an enthusiastic, passionate,and collaborative team?
Join our Service Delivery Team
This is an exciting opportunity to join a growing and high performing part of Softcat's business as a Service Delivery Manager. The Service Delivery Team is a proficient, fast-paced, and exciting team who are committed to providing excellent customer service.
Success. The Softcat Way.
It's an exciting time to be at Softcat, one of the UK's most successful technology solutions businesses.We help customers to use technology to succeed, by putting our employees first.We've reached the £1 billion+ parevenue milestone, opened our first office outside the UK and picked up a series of industry awards. We've got even biggerplans for the future. So, if you share our drive and ambition, get ready to achieve more from your career.
Building Trusted Customer Partnerships Through Service Excellence
As a Service Delivery Manager, you will act as the primary point of contact for customers, partners, and internal teams, building strong relationships through regular engagement, service reporting, and reviews. You will also play a key role in shaping service delivery strategy, driving continuous improvement, and supporting wider customer experience initiatives.
As a ServiceDelivery Manager, you'll be responsible for:
Managing the end-to-end customer lifecycle, from onboarding through to renewal, including service reviews and escalations
Building and maintaining strong customer relationships through regular service reviews, reporting, and strategic engagement
Producing and delivering customer service reports, leveraging automation where possible
Driving continuous improvement across service delivery processes, strategy, and customer experience initiatives
Acting as a trusted advisor and escalation point, ensuring customers maximise value from their services and solutions
We'd love you to have
- Passion for delivering exceptional customer experiences and building strong, lasting relationships
Excellentcommunication and collaboration skills, with the ability to engage effectively with a range of audiences
Ability to give and receive feedback constructively, contributing to a positive and inclusive team culture
Proactive and adaptable, demonstrating ownership, sound judgement, and confidence in managing customer and internal escalations
Strongorganisational skills with the ability to balance priorities effectively; knowledge of Microsoft Cloud products and services is desirable
We also acknowledge that the confidence gap 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, Leeds, London, Manchester, Marlow, South Coast
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We offer a competitive salary and benefits package and will provide you with opportunities to grow, flourish, and achieve great things. Our benefits include:
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