Service Delivery Manager

Internal role title:

Service Delivery Manager


Remote Worker with travel

Reports to:

Head of Service Delivery


Service Delivery


The Service Delivery Manager (SDM) is accountable for the contractual deliverables of assigned accounts. Service delivery managers have responsibility for the end to end customer service, following the correct governance for account management, and the processes in place to ensure successful delivery. The service delivery manager ensures the accounts are delivered within or better than the approved margin.

The SDM is responsible for the delivery of the managed service – SLA’s (KPI’s), and for driving service improvement initiatives that reduce costs and improve service delivery to the accounts

The SDM has customer service at the heart of what they do. They are a highly motivated self-starter, who engages with all areas of the CSI business, and all levels within the customer business, building relationships necessary for the continuation and growth of the accounts.

The SDM is the representative of the customer to CSI, and of CSI to the customer.

Key Accountabilities

  • Understands CSI’s company’s products, services, technologies, and processes.
  • Understands risk and impact to the customers business, for any incidents related to the products, services, technologies, and processes provided to or affecting the business of the customer
  • Has in-depth knowledge of service delivery management and ITIL processes.
  • Creating and maintaining relationships with, suppliers, partners, and customers as applicable;
  • Experience in managing a broad range of clients using different products, services, technologies, processes.
  • Understands and contributes to the current position and future strategies for service management, methodology, and approach.
  • Accountable for overall contractual deliverables of assigned accounts.
  • Drive change within the operational teams, ensuring technical teams are delivering to customer contract.
  • Ensure operational services deliver to agreed SLA’s and KPI’s
  • Drive retention of revenue of aligned accounts.
  • Awareness off P and L to ensure billing is correct to the customer.
  • Work with the aligned client director and sales support to recognise new opportunities.
  • Be a trusted advisor to the customer, an extension of the customer team.
  • Engage account stakeholders to ensure that scope of the service and deliverables are fully understood.
  • Ensure through the change management processes work is not completed which is outside the scope of the service.
  • Manage both CSI and customer risks relating to the delivery of service with appropriate levels of escalation at the right time.
  • Responsible for ensuring CSATs are completed monthly.
  • Prepare service delivery documentation, including regular internal and external reporting, client satisfaction and meeting minutes.
  • Ensure that all required documentation is updated as required and stored in the correct location.
  • Responsible for management of continual improvement plans across aligned accounts.
  • Responsible for ensuring service reporting is completed and presented to the customer according to contractual agreements.
  • Support finance on aged debt on aligned accounts.
  • Understand the cost of service delivery, with a view to reducing internal costs.
  • Work with operations team to ensure time entered is correct, prior to approval.
  • Work effectively with customers, understanding and supporting their business goals whilst maintaining the CSI strategic and commercial position.
  • Knowledge share with peers, prepare and communicate any lessons learned as they arise.
  • Continually drives service improvement across aligned accounts.
  • Undertake any other task requested by your line manager related to providing a benefit to the team or to CSI whether this falls directly within your main responsibilities.
  • Play an active role in the Operations department at CSI and regularly make and implement suggestions for improvements related to the scope of the role, the team or the organisation.
  • Undertake your role within the policies and practices expected of staff at CSI, and actively live and breathe CSI values.

Professional / Personal Skills and Experience:

  • Has successfully managed clients with all the dimensions outlined above.
  • Industry qualification/detailed knowledge of ITIL.
  • The ability to manage conflict and manage customer expectation.
  • Good facilitation skills – able to run workshops and external service delivery meetings.
  • Has a track record of delivering success in a similar role within an IT or professional services business.
  • Proven service delivery experience.
  • Excellent interpersonal and communications skills, and able to engage people at all levels of the business.
  • Is client and solution-focused and is prepared to go the extra mile to resolve client issues to their satisfaction without compromising the viability of the contract.
  • Can listen effectively, to diagnose a client’s problem and find an appropriate solution.
  • Capable of being highly responsive where required, has a strong sense of urgency and a commitment to follow through.
  • Able to adapt to change, and help others adapt to change.
  • Self-aware and wants to continue to learn and strive to improve themselves, and the business.
  • Shows a strong interest in the technologies the Company uses and continually develops knowledge of those and new ones for the benefit of the business and its clients.
  • Ability to work under pressure and communicate effectively at all levels
  • Experienced Microsoft Office user (Outlook, PowerPoint, Word, Excel).

Key attributes to be successful in the role:

  • Promote and live CSI values
  • Having client service at the heart of all you do
  • Delivering results
  • Managing a changing environment
  • Making a personal difference
  • Communicating for impact
  • Having a Positive attitude
  • Motivating and empowering teams (both internal and external).
  • Good facilitation skills – able to run workshops and external service meetings.
  • Good listener.
  • Integrity
  • Ability to quickly assimilate knowledge from outside own area of expertise.
  • The ability to manage conflict and manage customer expectation.
  • Prompt, decisive when dealing with problems.
  • Enjoys a challenge…!

Apply now

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