Location: Swansea (1x day per week in office)
Salary: £45k
Job description
We're looking for a Service Delivery Manager 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.
This is a customer-facing and internally collaborative role, where you'll be responsible for managing customer relationships throughout the service lifecycle-delivering clear communication, maintaining accountability, and driving satisfaction across all touchpoints.
Key Responsibilities
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.Experience & Qualifications
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 platformsECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy
Salary description
£45000.00 - £45000.00 per year