Service Delivery Manager – Client Experience & Insights

Liberty Global; Bradford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading business services provider in Bradford is seeking a Customer Service Manager to enhance service delivery across HR and Payroll operations. The role involves managing client queries, monitoring service performance, and driving service improvements. Ideal candidates will have strong experience in service management, excellent analytical skills, and the ability to engage stakeholders effectively. This position offers a competitive salary, employee benefits, and a dynamic team environment.

Benefits

Competitive salary + bonus

25 days annual leave plus purchase option

Wellbeing and mental health benefits

Matched pension contribution up to 10%

Car benefit scheme

Online learning platform access

Qualifications

• Proven experience in a service management role within a shared services environment.
• Strong experience with service metrics and reporting.
• Excellent analytical skills with the ability to present actionable insights.
• Confident communicator engaging with various stakeholders.
• Ability to drive process improvement.

Responsibilities

• Manage client service issues and escalations effectively.
• Monitor service performance against established KPIs.
• Analyze data to identify trends and drive improvements.
• Coordinate incident management processes.
• Ensure client satisfaction is measured and acted upon.

Skills

Service management experience

Analytical skills

Problem resolution

Stakeholder management

Strong communication

Job description

A leading business services provider in Bradford is seeking a Customer Service Manager to enhance service delivery across HR and Payroll operations. The role involves managing client queries, monitoring service performance, and driving service improvements. Ideal candidates will have strong experience in service management, excellent analytical skills, and the ability to engage stakeholders effectively. This position offers a competitive salary, employee benefits, and a dynamic team environment.