Service Delivery Manager

Think Specialist Recruitment; Watford; On-site; GBP 60,000 - 81,000; Full time

Job summary

Think Specialist Recruitment is recruiting a Service Delivery Manager for a leading business in Watford. You will own relationships with key customer stakeholders, act as the primary contact for major accounts, and lead service reviews, presenting performance and improvement plans.

The role focuses on delivering exceptional service delivery and identifying commercial opportunities. The position is office-based in Watford, offering £70,000 plus benefits.

Qualifications

• Experience in service delivery and managing strategic accounts.
• Strong communication and presentation skills.
• Proven ability to manage KPIs and contractual obligations.
• Experience with CRM systems and MS Office.
• Full UK driving licence.
• ITIL knowledge or certification advantageous.

Responsibilities

• Own and develop relationships with key customer stakeholders.
• Become the trusted primary contact for your portfolio of major accounts.
• Lead regular service review meetings with customers, presenting performance, KPIs, issues and improvement plans.
• Ensure service delivery meets contractual commitments.
• Proactively identify and resolve customer issues, managing escalations to completion.
• Work closely with internal operational and technical teams to deliver customer outcomes.
• Analyse service performance and identify opportunities for continuous improvement.
• Prepare compelling proposals and executive-level reports tailored to customer requirements.
• Maintain understanding of customer needs, priorities and future requirements.

Skills

Stakeholder management

Key account management

Relationship building

Communication skills

CRM systems

MS Office

Commercial acumen

Education

ITIL certification

Full UK driving licence

Tools

CRM software

Microsoft Office

Job description

Are you an experienced Service Delivery Manager who thrives on managing high-value customer relationships, driving service excellence and identifying commercial opportunities?

Think Specialist Recruitment are delighted to be working with a leading business to recruit a Service Delivery Manager to take ownership of some of their largest and most strategically important customer accounts.

This is a high-profile role where you'll be trusted to build strong relationships with senior stakeholders, ensure exceptional service delivery and act as the bridge between customer requirements and internal operational teams.

Salary - £70,000 plus benefits

Monday - Friday - Office based in Watford

Key responsibilities

• Own and develop relationships with key customer stakeholders
• Become the trusted primary contact for your portfolio of major accounts
• Lead regular service review meetings with customers, presenting performance, KPIs, issues and improvement plans
• Ensure service delivery consistently meets agreed contractual commitments
• Proactively identify and resolve customer issues, managing escalations through to completion
• Work closely with internal operational and technical teams to deliver outstanding customer outcomes
• Analyse service performance and identify opportunities for continuous improvement
• Prepare compelling proposals and executive-level reports tailored to customer requirements
• Maintain a strong understanding of customer needs, priorities and future requirements

Suitable candidate

• Previous experience within Service Delivery
• Strong customer relationship and stakeholder management skills
• Experience managing key or strategic accounts
• Excellent communication and presentation skills
• A commercially minded approach with the ability to identify opportunities within existing accounts
• Strong problem-solving and organisational skills
• Experience managing service performance, KPIs and contractual obligations
• Confidence working with senior customer stakeholders
• Experience using CRM systems and Microsoft Office
• Knowledge of service management best practice; ITIL certification would be advantageous
• A full UK driving licence

Looking for the next step in your career?