Service Delivery Manager

Red Recruitment is recruiting a Service Delivery Manager to join a telecoms and technology company who are recognised as a leader in their field.

The ideal candidate will have a background in Service Delivery Management to act as the key point of contact for assigned customers, ensuring we deliver against contractual commitments while identifying opportunities for service and revenue enhancement.

The salary for this position is up to £35,500 Depending on experience and will be a office based role in Solihull with some remote working.

Benefits & Package for a Service Delivery Manager:

Salary: Up to£35,500
Hours: Monday - Friday, 9am - 5:30pm
Contract Type: Permanent
Location: Hybrid - Solihull
33 days holiday (including Bank Holidays)
Referral Bonus - Recommend a friend
Employee Assistance Programme
Private Medical Insurance after probation
Enhanced Maternity and Paternity pay
Salary sacrifice; pension scheme, cycle to work scheme and electric car leasing scheme

Key Responsibilities of an Business Support Executive:

Own the customer contract and service obligations, identifying risks or gaps and implementing mitigation strategies.
Plan, lead, and document structured Service Review Meetings with key stakeholders.
Deliver comprehensive Service Management Reports and lead ongoing improvement plans.
Act as the escalation point for internal and external customer service concerns.
Partner with Account Management to align on strategic goals and drive new opportunities.
Review customer P&Ls to ensure contract profitability and efficiency in service delivery.
Monitor and report on KPIs, SLAs, and service performance to meet customer expectations.
Provide detailed business reporting and forecasting to internal and external stakeholders.
Support broader service initiatives and collaborate across departments to improve customer experience.

Key Skills and Experiences of an Service Delivery Manager:

ITIL V4 Foundation (essential); additional ITIL modules are a plus
2+ years of experience in a customer-facing service management role
Background in IT, Managed Services, or Telecoms industry
Experience managing multiple customers/accounts
Proficient in Microsoft Office applications
Experience working with P&L and understanding commercial impacts
Familiarity with ServiceNow or similar ITSM platforms
Strong Negotiation and Influencing Skills
Exceptional Communication Skills

If you have the required skills and experience as a Service Delivery Manager and are interested in this role, please apply now.

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