Service Delivery Manager

Softcat; Marlow; Hybrid; GBP 55,000 - 65,000; Full time

Job summary

Softcat is seeking a Service Delivery Manager to join its Service Delivery Team in the UK. You will act as the primary contact for customers, partners, and internal teams, shaping service delivery strategy and driving improvements.

The role offers a collaborative, flexible working environment and the chance to contribute to a fast-paced, high-performing team. You will manage onboarding through renewal, maintain relationships, deliver reports, and support customer success initiatives while

Qualifications

• Passion for delivering exceptional customer experiences and building strong relationships.
• Excellent communication and collaboration skills to engage diverse audiences.
• Ability to give and receive feedback constructively.
• Proactive and adaptable with ownership, sound judgment.
• Strong organisational skills; knowledge of Microsoft Cloud products desirable.

Responsibilities

• Manage end-to-end customer lifecycle from onboarding through to renewal.
• Build and maintain strong customer relationships through regular service reviews, reporting, and strategic engagement.
• Produce and deliver customer service reports, leveraging automation where possible.
• Drive continuous improvement across service delivery processes, strategy, and customer experience initiatives.
• Act as a trusted advisor and escalation point, ensuring customers maximise value from their services and solutions.

Skills

Customer service

Relationship building

Communication

Team collaboration

Microsoft Cloud

Job description

Would you like to kick start your career in a supportive, collaborative and innovative company?

Do you enjoy working 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+ pa revenue milestone, opened our first office outside the UK and picked up a series of industry awards. We've got even bigger plans 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.

Responsibilities

• 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
• Excellent communication 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
• Strong organisational 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,

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.

Join us

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. Any information 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 authentically you as possible when submitting your application to showcase your true and whole self.