Service Delivery Manager

Red Recruitment; United Kingdom; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A leading recruitment agency is seeking a Service Delivery Manager for a telecoms and technology company in the UK. The role involves acting as the key contact for customers, ensuring contractual commitments are met while identifying service improvement opportunities. Candidates should have over 2 years of relevant experience, particularly in managed services or telecoms, and possess strong communication and negotiation skills. This hybrid role offers a competitive salary range of £40,000 to £50,000 depending on experience.

Benefits

33 days holiday (including Bank Holidays)

Referral Bonus

Employee Assistance Programme

Private Medical Insurance after probation

Enhanced Maternity and Paternity pay

Salary sacrifice pension scheme

Cycle to work scheme

Electric car leasing scheme

Qualifications

• Over 2 years of experience in a customer-facing service management role.
• Background in IT, Managed Services, or Telecoms industry.
• Experience managing multiple customers/accounts.

Responsibilities

• Own the customer contract and service obligations.
• Plan and document structured Service Review Meetings.
• Deliver comprehensive Service Management Reports.
• Act as the escalation point for service concerns.
• Partner with Account Management to align strategic goals.
• Monitor and report on KPIs and service performance.

Skills

ITIL V4 Foundation

Customer-facing service management experience

Negotiation and Influencing Skills

Exceptional Communication Skills

Proficient in Microsoft Office

Tools

ServiceNow

Job description

Service Delivery Manager

Red Recruitment is recruiting a Service Delivery Manager to join a telecoms and technology company who are recognised as a leader in their field.

The ideal candidate will have a background in Service Delivery Management to act as the key point of contact for assigned customers, ensuring we deliver against contractual commitments while identifying opportunities for service and revenue enhancement.

The salary for this position is between 40,000 and 50,000 Depending on experience and will be a hybrid role with travel to the various sites expected as part of the role.

Benefits & Package for a Service Delivery Manager:

• Salary: 40,000 - 50,000 Depending on Experience
• Hours: Monday - Friday, 9am - 5:30pm
• Contract Type: Permanent
• Location: Hybrid - Solihull
• 33 days holiday (including Bank Holidays)
• Referral Bonus - Recommend a friend
• Employee Assistance Programme
• Private Medical Insurance after probation
• Enhanced Maternity and Paternity pay
• Salary sacrifice; pension scheme, cycle to work scheme and electric car leasing scheme

Key Responsibilities of an Business Support Executive:

• Own the customer contract and service obligations, identifying risks or gaps and implementing mitigation strategies.

• Plan, lead, and document structured Service Review Meetings with key stakeholders.
• Deliver comprehensive Service Management Reports and lead ongoing improvement plans.
• Act as the escalation point for internal and external customer service concerns.
• Partner with Account Management to align on strategic goals and drive new opportunities.
• Review customer P&Ls to ensure contract profitability and efficiency in service delivery.
• Monitor and report on KPIs, SLAs, and service performance to meet customer expectations.
• Provide detailed business reporting and forecasting to internal and external stakeholders.
• Support broader service initiatives and collaborate across departments to improve customer experience.

Key Skills and Experiences of an Service Delivery Manager:

ITIL V4 Foundation (essential); additional ITIL modules are a plus

• 2+ years of experience in a customer-facing service management role
• Background in IT, Managed Services, or Telecoms industry
• Experience managing multiple customers/accounts
• Proficient in Microsoft Office applications
• Experience working with P&L and understanding commercial impacts
• Familiarity with ServiceNow or similar ITSM platforms
• Strong Negotiation and Influencing Skills
• Exceptional Communication Skills

If you have the required skills and experience as a Service Delivery Manager and are interested in this role, please apply now.