Service Delivery Manager

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 platforms

ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.