Service Delivery Specialist

LMG (lmgiq.com); Horley; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Annual Leave 22 days + bank holidays

Health and wellbeing benefits

Flexible hybrid working

Development & recognition

Job summary

LMG is seeking a Service Delivery Specialist within Maintenance & Support. You will be the central link between clients, service delivery teams, and the organisation, ensuring clients realise value from our Maintenance & Support offering from digital commissioning to live service.

You will engage with internal teams, manage governance, and drive improvements to service performance and client satisfaction across a hybrid working model in the UK.

Qualifications

• GCSEs five passes (A*-C) including Maths or English.
• Three A levels at A*-C or 240 UCAS points.
• Degree in Business Management, Operations, Information Systems or related discipline.
• ITIL Foundation Certification (or working towards).
• PRINCE2 Foundation or equivalent project coordination cert.

Responsibilities

• Oversee service requests, incidents, and escalations per SLAs and client expectations.
• Act as escalation point for complex/high-priority issues with coordinated resolution.
• Support governance frameworks, processes, reporting requirements, and service levels.
• Coordinate resources with Service Desk, Engineering, Project and Operations teams.
• Maximise Service Engineer utilisation and align to client and business needs.
• Monitor renewals and SSAs, including licensing renewals and invoicing cycles.
• Prepare accurate quotations for time‑and‑materials work and ensure alignment with commercial processes.
• Identify risks to client satisfaction and take early action to mitigate issues.
• Support client retention by demonstrating value and service quality.
• Schedule regular client check-ins and onboarding of new clients to live service.

Skills

Customer success

Service coordination

Communication skills

Data-driven / analytical

Advanced Excel

Education

Bachelor's degree in Business Management / Operations / Information Systems

ITIL Foundation Certification

PRINCE2 Foundation / APM PFQ

Tools

Freshservice

ServiceNow

CRM tools

Job description

LMG has been at the forefront of innovation within the built environment since 1986.

We deliver integrated smart building technology projects and support services which provide sustainable long-term growth and profitability, as well as diverse range of career opportunities; enabling both our people and our clients’ businesses to flourish, whilst setting a new standard for what is possible in the built environment.

As experts in smart building technology, we want to inspire new ways of thinking, deliver excellence and establish new models for doing business – with people, partners and customers – built on trust and shared values, rather than transactional relationships.

Alongside actively working to support the raising of standards in training and professional qualifications, we invest heavily in the development of our people. We give them access to continuous learning opportunities, leading to the freedom of working autonomously and making their own informed decisions, whilst benefiting from a supportive and collaborative working environment.

Job Summary

Based within the Maintenance & Support department, the Service Delivery Specialist acts as the central link between clients, service delivery teams, and the wider LMG organisation. The role is responsible for ensuring clients realise maximum value from LMG’s Maintenance & Support offering, from digital commissioning during project installation through to ongoing live operational support.

Combining proactive client engagement with effective service coordination, performance management, and governance, the Service Delivery Specialist works closely with the Head of Digital Service & Customer Excellence, Engineering, Service Desk, Project, and Operational teams to ensure seamless collaboration and consistently high standards of service delivery. The role is pivotal in maintaining clear communication, aligning internal teams around client needs, and delivering a positive, consistent client experience.

Using data, customer insight, and operational oversight, the Service Delivery Specialist identifies opportunities to improve processes, increase product and service adoption, enhance service performance, and strengthen client relationships and retention. The role combines a customer-first mindset with a strong focus on continuous improvement, helping LMG deliver reliable, measurable, and sustainable value throughout the client lifecycle.

Key Tasks and Responsibilities

Service Delivery:

• Oversee service requests, incidents, and escalations received through the Service Desk, ensuring effective triage, prioritisation, and resolution in line with agreed Service Level Agreements (SLAs) and client expectations.
• Act as an escalation point for complex or high-priority issues, ensuring clear communication, effective coordination, and clear ownership through to resolution, while maintaining strong, trust-based client relationships.
• Support the implementation and ongoing management of service governance frameworks, ensuring adherence to agreed processes, reporting requirements, service levels, and contractual obligations.
• Work closely with Service Desk, Engineering, Project, and Operational teams to coordinate resources effectively and maintain consistently high standards of service delivery.
• Maximise Service Engineer utilisation in line with agreed targets, ensuring resources are effectively planned and aligned with client and business requirements.
• Track and support the management of client contract renewals, including renewal timelines and associated invoicing cycles, ensuring key actions are completed in a timely manner.
• Coordinate and monitor third-party support agreements (SSAs), including contract and license renewals, ensuring continuity of service and appropriate commercial management.
• Prepare and coordinate accurate, timely quotations for time‑and‑materials work, ensuring alignment with client requirements and agreed commercial processes.
• Monitor service performance and client feedback to proactively identify risks to client satisfaction, taking early action to address, escalate, and mitigate issues before they impact the client experience.
• Work with internal stakeholders to ensure consistent governance and service management standards are applied across the Maintenance & Support portfolio.
• Drive continuous improvement to service standards & procedures through service insight, feedback, and operational analysis.
• Support client retention by demonstrating and reinforcing the value, quality, and performance of LMG’s Maintenance & Support services.
• Schedule regular client check‑ins and support service review meetings, ensuring ongoing alignment between service delivery, client expectations, and business objectives.
• Support the onboarding of new clients and the transition from project delivery into live service, ensuring clear communication of digital platforms, support processes, service levels, and expectations.
• Ensure clients are kept informed of relevant updates, changes, and enhancements to service processes, systems, and support arrangements.
• Provide ongoing guidance and training to internal and client stakeholders, helping to promote effective use of service processes, systems, and digital platforms.

Digital Platforms & Data Insight:

• Support digital commissioning activities, ensuring LMG platforms, systems, and associated data are operationally ready for the transition into live service.
• Maintain accurate and up-to-date assets, warranty, and service data, ensuring records remain aligned with contractual scope, asset changes, and service lifecycle requirements.
• Ensure platform and service data is reliable, auditable, compliant, and fit for purpose, supporting effective operational delivery, service management, and client reporting.
• Prepare and contribute to client service reviews, providing clear reporting and insight on KPIs, SLA performance, service trends, and governance matters.
• Use service and operational data to identify trends, risks, and opportunities for improvement, supporting informed decision‑making and enhanced client outcomes.

Qualifications & Requirements

• Minimum five A*-C (4-9) GCSE's or equivalent, including Maths or English.
• Three A levels at grades A*-C (or 240 UCAS points or new tariff equivalent).
• Degree in Business Management, Operations, Information Systems, or a related discipline (or equivalent practical experience)
• ITIL Foundation Certification (or working towards)
• PRINCE2 Foundation, APM PFQ, or equivalent project coordination certification

Experience

• Experience in customer success, service coordination, or client‑facing service delivery roles.
• Strong understanding of SLA‑driven environments and client relationship management.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust.
• Strong analytical and problem‑solving abilities with a data‑driven mindset.
• Ability to manage multiple clients and priorities in a fast‑paced environment.
• Advanced Excel skills (pivot tables, dashboards, validation) for day‑to‑day operational reporting and service reviews.
• Experience within Building Facilities Management services, with basic knowledge of smart building technologies, security systems, or network infrastructure.
• Experience with ITSM or customer platforms (e.g. Freshservice, ServiceNow, CRM tools).
• Understanding of digital platforms, system configuration, and data governance.
• Experience supporting client retention, renewals, or service expansion.

What We Do For You

At LMG, we work hard to ensure our people aren’t stifled by convention and bureaucracy. We encourage innovation, ownership, and creative problem‑solving in everything we do.

We want you to achieve your ambitions, because when you succeed, we succeed. Our support framework empowers you to deliver excellence, grow your technical capability, and develop your career within a forward-thinking Smart Building environment.

Our Values:

• Take Ownership & Responsibility – We find creative solutions and see problems through to completion.
• Be Curious – We challenge convention and embrace new technologies and ideas.
• Do the Right Thing – We act ethically, transparently, and sustainably.
• Do a Great Job – We focus on quality outcomes, operational excellence, and continuous improvement.

Competitive Benefits Package:

We’re dedicated to offering flexible benefits that support our people across all aspects of their lives and we’re delighted to offer a range of benefits to support our employees’ physical, emotional and financial wellbeing.

• Annual Leave - 22 days annual leave plus bank holidays (with the option to buy/sell additional leave)
• Health and Wellbeing - Group Income Protection and Life Assurance schemes, as well as access to a Digital Health and Wellbeing platform including Employee Assistance Programme, Remote GP and Mental Health Support.
• Health Cash Plan – Claim back money towards the costs of everyday healthcare.
• Flexible Benefits – Access to our bespoke platform containing a range of benefits, such as shopping discounts, discounted gym memberships and health screenings.
• Family Friendly Policies - Enhanced financial support for families with generous parental pay benefits.
• Corporate Volunteering – Opportunity to participate and contribute to our annual corporate volunteering goal, typically over 1,000 hours across the business.
• Bank Holiday Exchange – The option to exchange an existing UK bank holiday for any other religious holiday.
• Long Service Awards - Recognising the commitment and hard work of our longstanding team members through financial reward.
• Flexible Working - Where possible, flexible hybrid working arrangements across LMG's dedicated office spaces and client sites.
• Development & Recognition - Comprehensive training, mentoring, and a pay structure with performance-linked progression.