Delivery Manager - Client Success

In this role, you will collaborate closely with our clients to deliver comprehensive, cross-capability solutions and services. By leveraging your technical expertise, business acumen, and industry insights, you will manage the entire post-sales delivery and support process, ensuring that the right resources are deployed at the right time to achieve optimal customer outcomes. A key aspect of your role will be driving innovation in the solutions we provide, continuously seeking new ways to enhance value and deliver cutting‑edge results for our customers.

Key Responsibilities

• Building and maintaining strong customer relationships will be at the heart of your role. You will act as a trusted advisor to our clients, understanding their business needs and objectives, and providing tailored solutions to help them achieve their goals.
• Your ability to foster and nurture these relationships will be crucial in driving customer satisfaction and long‑term success.
• Experience collaborating closely with development and testing teams in a continuous integration methodology to successfully bring additional service components into production and ensure their ongoing commercial success is essential.
• The ideal candidate will possess a passion for technology, a drive for customer value and strategic outcomes, and demonstrable experience in customer‑facing roles.
• By joining the UK Delivery Centre, you will have a fantastic opportunity to operate at the forefront of technology, with access to the best clients across the world, working on challenging and exciting services & solutions.
• We are a diverse team, and we are proud of our culture that welcomes every individual. In our teams, you will find talented and passionate technologists, with a humble, collaborative, and positive attitude.
• We promise to invest in you and help give you the platform for continuous learning and development.

1. Service Delivery Management:

• Take ownership for the effective delivery of commercially successful engagements within an ITIL and DevOps services framework.
• Oversee the end‑to‑end delivery of services to clients, ensuring that all service level agreements (SLAs) are met or exceeded.
• Coordinate with internal teams to ensure seamless service delivery and address any issues promptly.
• Develop and implement service improvement plans to enhance service quality and efficiency.
• Manage the release management cycle, planning, resourcing, and governance to successfully release new service components through to deployment.
• Lead the continued adoption of Agile practices to create a culture of continuous integration in a client‑facing environment.
• Lead the UKDC team members delivering at the customer site, ensuring effective collaboration and performance.

2. Client Success Management:

• Build and maintain strong relationships with clients, acting as their primary point of contact.
• Understand clients' business needs and objectives, and provide tailored solutions to help them achieve their goals.
• Monitor client satisfaction and proactively address any concerns or issues.
• Conduct regular reviews with clients to review their progress and address any needs or challenges.
• Identify opportunities for upselling and cross‑selling additional services or products to clients.

3. Client Success Account Management:

• Manage a portfolio of UKDC client accounts, ensuring their ongoing success and satisfaction.
• Collaborate with clients to develop strategic plans that align with their business objectives.
• Provide clients with regular service analysis and develop ideas for service improvements.
• Ensure effective communication with clients to manage expectations and demonstrate value.

4. Reporting and Analysis:

• Prepare and present regular reports on service delivery performance and customer satisfaction metrics.
• Analyse data to identify trends and areas for improvement, and implement corrective actions as needed.

5. Collaboration and Communication:

• Collaborate with sales, marketing, and product teams to ensure a cohesive approach to customer success.
• Communicate effectively with clients and internal stakeholders to ensure alignment and transparency.

6. Team Support & Collaboration:

• Has experience working with and guiding peers or virtual teams.
• Promotes a collaborative and inclusive team culture, encourages knowledge sharing, and supports team alignment across functions.
• Acts as a point of contact for day‑to‑day guidance and helps foster a positive, productive working environment.

7. Enabling Change:

• Supports transformation efforts and helps drive adoption of new technologies or processes with customers and internal teams.
• Contributes to change initiatives by sharing feedback, identifying opportunities, and helping others navigate new ways of working.