Senior Service Delivery Manager
Summary
Senior Service Delivery Manager owning end-to-end service experience for clients at SoftwareOne, driving SLA/KPI compliance, customer satisfaction, risk/contract oversight, and identifying upsell opportunities across hybrid UK-based engagements.
- Are you the one clients call when things go wrong – and trust when it matters most?
- Do you turn service challenges into measurable success?
- Can you balance delivery excellence with commercial impact?
Practical Information
Location: United Kingdom | Work Arrangement: Hybrid| Contract type: Full-time | Visa Requirements: Valid Visa for UK | Language Requirements: Fluent/professional English, written and verbal
We are looking for a Service Delivery Manager (SDM) who thrives at the intersection of customer satisfaction, operational excellence, and business growth. In this role, you will own the end-to-end service experience, acting as the trusted partner to our clients while ensuring services are delivered seamlessly, on time, and to the highest quality standards.
Key responsibilities
- Own client relationships and drive exceptional customer satisfaction (CSAT)
- Lead end-to-end service delivery aligned to SLAs, KPIs, and business goals
- Monitor performance, identify improvements, and proactively resolve issues
- Drive continuous service improvement and operational efficiency
- Manage risk, contracts, and service performance reporting
- Partner cross-functionally to deliver and evolve client solutions
- Identify opportunities to expand and grow client engagements