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- Tasks: Lead service delivery and enhance customer success in a fast-paced AI-driven environment.
- Company: Join Arwen.ai, where we make social media better with AI.
- Benefits: Competitive salary, pension scheme, 25 days holiday, and flexible working options.
- Why this job: Make a real impact on the internet while working with smart, kind people.
- Qualifications: 4+ years in Service Delivery Management or Customer Success, strong communication skills.
- Other info: Dynamic start-up culture with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Join the team behind Arwen.ai - where AI meets real impact. At Arwen, we use AI to help clients make the most of their social media presence - cutting out the toxic, amplifying the good, and helping brands and public figures have better conversations online. Our tech protects over 750 million followers, moderates 80,000+ comments a day, and delivers real results: 94% time savings, 21.3% boost in engagement, and a 19% drop in paid media CAC.
We are looking for a Service Delivery Manager that cares about making the internet a better place. You will own the end‑to‑end delivery of Arwen’s services for our customers – from onboarding and configuration, through day‑to‑day operations, to continual service improvement and renewal. If you also want to work with smart, kind people who do too - come help us build the future of social. We’re growing fast - backed by great clients in elite sport, broadcasting, dating, financial services, public sector and beyond. But we’re still small enough that every team member shapes how we work, what we build, and where we go next. We are based in Farnham, Surrey & also have an office in Bristol – while we’d love to see you in the office, we are also open to you working remotely, as long as you are happy with our monthly and quarterly team meetings which are in person.
Key Objectives and Responsibilities
- Client onboarding, transition & adoption; First line support, knowledge & policies.
- Proactive, regular conversations with customers about performance and outcomes, not just reacting to tickets.
- Service level, incident & problem management.
- Clear ownership of service levels, incident and problem management, and change/configuration management.
- Turning customer feedback (bugs, improvements, feature requests) into a structured pipeline for Product and Engineering.
- Identifying cross‑sell and up‑sell signals and handing qualified opportunities to the Sales team.
- You will line manage the Service Delivery Executive and play a role in managing the human moderation provider (The Social Element).
What success looks like
- Within 6 months you will have trusted relationships in place with all our clients, enabling you to perform your role fluently.
- High retention and satisfaction scores, supported by regular service reviews and visible value delivered.
- A predictable onboarding and hypercare process that brings new customers live quickly and reliably.
- A healthy feedback loop into Product and Engineering, with transparent tracking of bugs and feature requests.
- A motivated Service Delivery Executive who is developing under your leadership.
Person Specification
The successful candidate will have some or all of these:
Essential Skills and Experience
- Significant experience (c. 4+ years) in Service Delivery Management, Customer Success or a similar role in B2B SaaS or managed services.
- Proven track record of managing enterprise or mid‑market clients, running service reviews and improving retention/satisfaction.
- Experience leading a small team and performance managing and mentoring others in a support/service environment.
- Experience with online CRM, ticketing and collaboration tools.
- Strong communicator who is confident spending a large proportion of time in direct customer conversations.
- Ability to translate between technical language (engineering, AI/data) and non‑technical stakeholders.
- Comfortable working in a fast‑moving start‑up environment: hands‑on, pragmatic, able to prioritise and make trade‑offs.
- Experience with customer care, social media, trust & safety, or CX tooling.
- Practical understanding of ITIL concepts (service lifecycle, SLAs, incident/problem/change/request management, CSI).
- Exposure to AI/ML‑driven products.
- Experience with Notion, Jira and Hubspot CRM.
Our values
We’re here to build something that matters and we do it by living our values every day:
- Clarity: We take complex stuff - like AI and social media - and make it clear, useful and human.
- Pragmatism: We solve real problems, for real people. No fluff. Just tools that work.
- Integrity: We do what’s right, not what’s easy - especially when it comes to trust, inclusion and safety.
- Impact: We’re here to make a difference - for our clients, their communities, and the internet as a whole. We’re a team that backs each other, pushes for better, and makes things happen.
If that sounds like your kind of place, we’d love to meet you. We have two office locations, Farnham, Surrey and Bristol. We are happy with either hybrid or remote working arrangement. Our package is made up of a competitive base salary, pension scheme and 25 days holiday, plus bank holidays.
Service Delivery Manager in Farnham employer: Arwen
Contact Detail:
Arwen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager in Farnham
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already at Arwen.ai. A friendly chat can go a long way in getting your foot in the door.
✨Tip Number 2
Prepare for the interview by understanding Arwen's mission and values. Show us how your experience aligns with making the internet a better place and how you can contribute to our goals.
✨Tip Number 3
Be ready to discuss real-life examples of your service delivery successes. We want to hear about how you've improved client satisfaction and retention in previous roles.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you note can keep you top of mind and show us that you’re genuinely interested in joining our team.
We think you need these skills to ace Service Delivery Manager in Farnham
Some tips for your application 🫡
Show Your Passion for Impact: When writing your application, let us know why you care about making the internet a better place. Share any experiences or projects that highlight your commitment to positive change, especially in social media.
Be Clear and Concise: We love clarity! Make sure your application is easy to read and straight to the point. Use bullet points where necessary to break down your skills and experiences, especially those relevant to service delivery management.
Tailor Your Application: Don’t just send a generic application. Take the time to align your skills and experiences with the specific requirements of the Service Delivery Manager role. Show us how you can contribute to our mission at Arwen.ai.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Arwen
✨Know Your Stuff
Make sure you understand the ins and outs of service delivery management, especially in a B2B SaaS context. Brush up on ITIL concepts and be ready to discuss how you've applied them in previous roles. This will show that you're not just familiar with the theory but can also put it into practice.
✨Showcase Your Communication Skills
As a Service Delivery Manager, you'll need to communicate effectively with both technical and non-technical stakeholders. Prepare examples of how you've successfully navigated these conversations in the past. Highlight your ability to translate complex ideas into clear, actionable insights.
✨Demonstrate Customer-Centric Thinking
Arwen.ai values proactive customer engagement. Be ready to discuss how you've built trusted relationships with clients and improved their satisfaction scores. Share specific instances where you've turned customer feedback into actionable improvements or features.
✨Emphasise Team Leadership
If you've led a team before, this is your chance to shine! Talk about your experience in mentoring and managing others, particularly in a service environment. Discuss how you motivate your team and ensure they deliver top-notch service to clients.
