Service Delivery Manager

Main responsibilities

• Lead, support and develop a team
• Keep day-to-day operations running smoothly and meeting targets
• Coach the team, give regular feedback and manage performance
• Act as a key point of contact for the client and manage expectations and escalations
• Keep an eye on performance, spot risks early and improve how things are done
• Plan coverage and resourcing to match demand
• Report regularly on how the team and service are performing
• Work with internal teams to remove blockers and raise the bar on delivery

Requirements

• Solid experience managing people and operational processes.
• A good grasp of performance metrics, targets and service standards
• Confident managing client or stakeholder relationships
• Strong problem-solving and a calm, organised approach to escalations
• Comfortable with common operational and ticketing tools
• Excellent written and spoken English
• Strong leadership and people-development skills
• Happy working in a fast-paced, changing environment