<p>We are seeking an experienced Service Delivery Manager to lead service teams, manage contracts and improve customer outcomes. The successful candidate will combine operational rigour with excellent stakeholder engagement and a continuous improvement focus.</p>
<p>This Service Delivery Manager job description provides a clear template for hiring managers, HR teams and recruitment agencies. It outlines the role purpose, key responsibilities and essential qualifications to attract highly capable candidates.</p>
<h2>Service Delivery Manager Job Profile</h2>
<p>The Service Delivery Manager is responsible for the end-to-end delivery of services to clients, ensuring compliance with agreed service-level agreements and contractual commitments. This role coordinates internal teams, third-party suppliers and stakeholders to maintain consistent, high-quality service.</p>
<p>The post holder will own performance metrics, manage escalations and drive continual service improvement. Strong leadership, commercial awareness and excellent communication skills are essential to balance operational demands and client expectations.</p>
<h2>Service Delivery Manager Job Description</h2>
<p>The Service Delivery Manager oversees daily service operations and ensures delivery aligns with business objectives and client requirements. They monitor performance against SLAs, produce regular reports, and lead post-incident reviews to prevent recurrence. The role requires close liaison with account teams, technical centres and supplier partners to coordinate resources effectively.</p>
<p>In this position, you will manage budgets, forecast resource needs and contribute to contract renewal discussions. You will lead a team of service coordinators and engineers, providing coaching and professional development to raise capability. A pragmatic approach to problem-solving, combined with the ability to influence senior stakeholders, is vital.</p>
<p>The Service Delivery Manager also champions process improvement and implements best practice frameworks to enhance efficiency and service quality. Regular client engagement, governance meeting attendance and accurate documentation of operational procedures are core duties.</p>
<h2>Service Delivery Manager Duties and Responsibilities</h2>
<ul>
<li>Manage day-to-day delivery of services and ensure SLAs and KPIs are met.</li>
<li>Lead, mentor and develop service teams to achieve performance targets.</li>
<li>Liaise with clients, account managers and suppliers to resolve issues and manage expectations.</li>
<li>Own incident, problem and change processes, ensuring timely resolution and root cause analysis.</li>
<li>Produce performance reports, dashboards and service review packs for stakeholders.</li>
<li>Control and forecast operational budgets and resource requirements.</li>
<li>Drive continuous improvement initiatives and implement service optimisation plans.</li>
<li>Ensure compliance with contractual terms, regulatory requirements and internal policies.</li>
<li>Coordinate supplier performance and manage third party contracts where applicable.</li>
<li>Run governance forums and present operational updates to senior management and clients.</li>
</ul>
<h2>Service Delivery Manager Requirements and Qualifications</h2>
<ul>
<li>Bachelor's degree in Business, IT, Engineering or related discipline, or equivalent experience.</li>
<li>Proven experience in service delivery, operations management or IT service management.</li>
<li>Strong knowledge of ITIL principles or equivalent service management frameworks.</li>
<li>Excellent stakeholder management, negotiation and communication skills.</li>
<li>Demonstrable leadership experience, with the ability to coach and motivate teams.</li>
<li>Analytical mindset with experience of performance reporting and data driven decision making.</li>
<li>Commercial awareness and experience in managing budgets and supplier contracts.</li>
<li>Ability to manage competing priorities in a fast-paced environment and drive continual improvement.</li>
<li>Professional certifications such as ITIL, PRINCE2 or relevant service management qualifications are desirable.</li>
<li>Full right to work in the UK and willingness to travel to client sites as required.</li>
</ul>