Service Delivery Manager

We are seeking an experienced Service Delivery Manager (SDM) to join our Anaplan Managed Services team, ensuring high-quality support, continuous improvement, and seamless service delivery for our growing Anaplan customer portfolio across the EMEA region. This role requires a strong mix of stakeholder management, commercial awareness, governance, teamwork and collaboration skills, with a focus on maintaining excellent service levels and driving Anaplan adoption.

We put the customer at the centre of what we do and enabled by a tremendously powerful connected planning platform in Anaplan, we seek to enable our customers to improve decision-making by gaining transparency and visibility through business-owned models and turning response time into real-time, to make better decisions to enhance their businesses. This is a fantastic opportunity for someone who enjoys building relationships and is passionate in helping customers optimise the value they get from their Anaplan environment.

Reports to: Head of Managed Services/Care

Location: Remote

Direct Reports: N/A

Package: TBA

You will take the lead in ensuring our customers continually realise the full value of their investment in Anaplan and our managed services. Acting as the primary advocate for our customers, you will ensure they achieve the best possible return on their investment.

Working closely with our Managed Services Consultants, you will proactively seek to understand each customer’s unique needs, driving better adoption of the Anaplan platform while ensuring Bedford’s services remain integral to their success and well-positioned for renewal.

Accountabilities and KPIs

Reporting to our Head of Managed Services/Care, you will take the lead in ensuring our customers are availing of our services.

Responsibilities highlights:

• Service Management & Operations
  • Ensure that service delivery aligns with the agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Oversee the incident management, problem resolution, and change management processes related to Anaplan support.
  • Monitor ticket trends, identifying recurring issues and ensuring proactive resolution to reduce future incidents.
• Client Relationship & Stakeholder Management
  • Act as the primary point of contact between the client and the managed service team.
  • Conduct regular service reviews with the client to discuss performance, improvements, and upcoming requirements.
  • Gather and translate business needs into actionable enhancements or new Anaplan models.
  • Manage escalations, ensuring critical issues are addressed promptly and keeping the client informed of resolutions.
• Collaboration & Coordination
  • Coordinate with the Care support team, ensuring workloads are balanced and high-priority issues are addressed promptly.
  • Collaborate with our technical consultants to implement system improvements and new features.
• Governance & Reporting
  • Maintain service performance reports, highlighting trends, SLAs, and areas for improvement.
  • Provide quarterly or monthly service reviews, presenting insights on ticket volumes, response times, and system enhancements.
  • Understand and apply the processes and structures that ensure the smooth running of the Care customer support experience.
• Financial & Commercial Management
  • Track service consumption against contracts and ensure service delivery remains within agreed budgets.
  • Identify and propose upsell or additional service opportunities.
  • Assist in contract renewals and service scope discussions with clients.

Key Pre-requisites

Essential:

• Minimum 3 Years experience in Service Delivery Management within a Managed Services or SaaS environment.
• Proven ability to manage client relationships, ensuring high levels of satisfaction and engagement.
• Knowledge of ITIL processes within the service operation and transition layers.
• Ability to analyse service performance metrics and drive continuous improvements.
• Excellent communication and stakeholder management skills.

Desirable:

• Conversational knowledge of Anaplan, including model maintenance and best practices.
• Anaplan certification (Model Builder) is a plus.
• Strong leadership skills, with the ability to manage and mentor technical teams.
• Experience with automation tools and process optimisation in a cloud-based environment.

Please note the company’s preferred selection method is to use a combination of interviews and by inviting potential candidates to one of our assessment centres. Please further note that to protect the company’s legitimate business interests, and the interests and wellbeing of current staff, the company reserves the right to lawfully undertake proportionate pre-employment checks and ongoing diligence both before the commencement of your employment and periodically during your employment.