Service Delivery Manager (6 Month Fixed Term Contract)

PMC Commerce; Abingdon; On-site; GBP 45,000 - 65,000; Full time

Job summary

PMC Commerce is seeking an experienced Service Delivery Manager for a 6-month fixed term contract in the United Kingdom. You will own the end-to-end delivery of services for nominated customer accounts, ensuring performance against SLAs and alignment with contractual commitments.

You will act as the primary service contact for clients, lead relationships with stakeholders, and collaborate with internal teams and third-party suppliers to resolve issues, drive service improvements, and support

Qualifications

• Proven service delivery or account management experience within a technology or services environment.
• Experience managing complex client accounts and delivering against contracted SLAs.
• Strong experience conducting service reviews with customers and suppliers.
• Experience managing third-party suppliers and underpinning service agreements.
• Experience leading service onboarding, operational changes or transitions.
• Strong stakeholder management skills with the ability to challenge constructively and manage expectations.
• Demonstrated ability to drive service improvement initiatives.
• Resilience and problem-solving capability when managing complex or high-pressure service issues.

Responsibilities

• Lead the delivery of all services to assigned customer accounts, ensuring strong performance against agreed SLAs.
• Act as the primary relationship owner for service delivery with key client stakeholders.
• Manage service delivery teams, third-party suppliers and internal delivery functions to ensure effective delivery.
• Lead the resolution of service issues, including developing and implementing service recovery or "get well" plans where required.
• Work with Integration and Deployment teams to ensure smooth onboarding of new services and controlled service transitions.
• Produce and present service performance reports and management information to customers.
• Identify opportunities to improve service performance, productivity and cost efficiency.
• Act as the escalation point for major service delivery issues.
• Ensure accurate and timely billing for services delivered and support effective management of account revenue.
• Support growth opportunities within existing accounts, working alongside sales teams where appropriate.
• Maintain awareness of customer priorities, market trends and competitor activity.
• Provide leadership and guidance to team members supporting the account to ensure high performance and strong collaboration.

Skills

Service delivery

Account management

Client relationship management

SLA management

Billing/finance awareness

Stakeholder management

Leadership

Problem-solving

Job description

We're looking for an experiencedService Delivery Manager to join our team on a6 month fixed term contract.

In this role, you will take ownership of the delivery and performance of services for key customer accounts, ensuring high levels of service quality, operational performance and customer satisfaction. You'll act as theprimary service contact for clients, leading strong relationships with stakeholders while ensuring services are delivered in line with contractual commitments.

This is a fantastic opportunity for someone who thrives in aclient-facing service leadership role, enjoys solving complex operational challenges and wants to make a real impact in a fast-paced services environment.

The Role

As Service Delivery Manager, you'll be responsible for theend-to-end delivery of services for nominated customer accounts, ensuring service performance meets agreed SLAs and customer expectations.

You will work closely with internal delivery teams, third-party suppliers and customer stakeholders to ensure services run smoothly, issues are resolved quickly, and opportunities for improvement are identified and delivered.

You will also act as asenior escalation point for service issues, ensuring challenges are addressed proactively while maintaining strong customer confidence and trust.

Key Responsibilities

• Lead thedelivery of all services to assigned customer accounts, ensuring strong performance against agreed SLAs.


• Act as theprimary relationship owner for service delivery with key client stakeholders.


• Manage service delivery teams, third-party suppliers and internal delivery functions to ensure effective delivery.


• Lead the resolution of service issues, including developing and implementingservice recovery or \"get well\" plans where required.


• Work with Integration and Deployment teams to ensuresmooth onboarding of new services and controlled service transitions.


• Produce and presentservice performance reports and management information to customers.


• Identify opportunities to improveservice performance, productivity and cost efficiency.


• Act as theescalation point for major service delivery issues.


• Ensure accurate and timelybilling for services delivered and support effective management of account revenue.


• Supportgrowth opportunities within existing accounts, working alongside sales teams where appropriate.


• Maintain awareness ofcustomer priorities, market trends and competitor activity.


• Provide leadership and guidance to team members supporting the account to ensure high performance and strong collaboration.

What we're looking for

We're looking for someone who combinesstrong client relationship management with operational service delivery expertise.

You'll be confident managing complex accounts and balancingcustomer expectations, service performance and commercial outcomes.

Essential Experience

• Provenservice delivery or account management experience within a technology or services environment.


• Experience managingcomplex client accounts and delivering against contracted SLAs.


• Strong experience conductingservice reviews with customers and suppliers.


• Experience managingthird-party suppliers and underpinning service agreements.


• Experience leadingservice onboarding, operational changes or transitions.


• Strong stakeholder management skills with the ability tochallenge constructively and manage expectations.


• Demonstrated ability to driveservice improvement initiatives.


• Resilience and problem-solving capability when managingcomplex or high-pressure service issues.