Service Delivery Manager

Reporting To: Service Delivery Management and CX director

Location: Customer Site / Remote / Hybrid with Travel

Scope: All external contracts with an ongoing service. This may be Time and Materials or Managed Service. This includes all practices.

Overview: As Service Delivery Manager you will act as owner of service delivery management in support of Enterprise accounts. You will work as part of a team to ensure the seamless execution of services to meet customer expectations and contractual obligations. Your role is to ensure that ultimately the customer is satisfied with that service and the value they derive from their experience with Bell.

Other Requirements:

• Act as MiM (Major Incident manager) if required.
• Work within an account structure to ensure overall account health is positive.

Customer Relationship & Satisfaction:

• Build and nurture strong client relationships, with a focus on positive sentiment and satisfaction.
• Lead regular service reviews and manage down / anticipate escalations through proactive engagement.
• Ensure consistent face‑to‑face customer interaction (where feasible).
• Work proactively to ensure the customer has a positive view of the value they derive from the Bell Service.

Bell Stakeholder Engagement & Communication:

• Communicate effectively with internal leadership and external stakeholders.
• Align service delivery with business needs through clear, consistent engagement.
• Actively engage in and support integrated account planning / renewal planning and other key account milestones.
• Work with account manager to consider relationship mapping.

Service Design & Documentation:

• Maintain up‑to‑date service design documentation aligned with contractual obligations.
• Ensure accessibility of service catalogues and supporting documentation as necessary.
• Manage vendor relationships and third‑party service agreements to support service delivery.

Risk & Issue Management:

• Identify, log, and manage service‑related risks and issues.
• Lead service improvement initiatives and ensure adherence to contractual commitments.

Contract Change & Demand Management:

• Collaborate with Sales and Account Directors to support service growth and demand planning.
• Support good commercial / contractual change management and implementation of scope management.

Financial & Commercial Budgeting:

• Support account manager in development of service delivery budgets and tracking service related costs.
• Track the flow of invoices / PO and late payment for account to support the smooth flow through and react to potential issues and delays.
• Planning support account efforts to forecast and capacity plan.
• Financial Risk Management: Identify and mitigate financial risks associated with service delivery, contracts, and vendor relationships.
• Review upcoming SOW’s for account where they relate to D&O.
• Review contract changes where they pertain to D&O - involving the broader D&O organisation as required.

Audit & Compliance:

• Support Audits where SME knowledge is required for your responsible areas of Service Management and Performance.
• Ensure compliance with service management processes and data protection policies.

Enterprise Managed Service Deals:

Service Governance & Performance Management:

• Own and drive service level performance across all engagements.
• Proactively manage SLAs and KPIs, ensuring continuous service improvement.
• Monitor trends and implement corrective actions to maintain service excellence.

ITIL:

• Ensure account processes are aligned with ITIL best practices prescribed by Service Assurance in Bell.
• Work with Technical Practice to ensure there is appropriate oversight of ITIL (IPC etc).
• Act as escalation point for critical incidents, ensuring rapid resolution and executive‑level communication.
• Implement Major Incident Management framework for account including post‑incident reviews.
• Ensure there is appropriate root cause analysis on the account.
• Champion proactive problem management, leveraging trend analysis and service data.

Qualifications:

• 2+ years’ experience within a Managed Service Provider preferably with large customers.
• Strong ITIL exposure with accompanying certified accreditation.
• Customer centric / Customer Success mindset and experience.
• Excellent communication, presentation, facilitation, and negotiation skills are required for this role.
• A track record of developing client relationships, and a focus on customer satisfaction and service and continual improvement.
• Experience in developing and implementing effective processes.
• Experience of cost management and invoicing.
• Able to work in a team across shared services.
• Open to new ideas and adaptable to customer, team, and organisational requirements.
• ITIL-based service management (incident, change, problem, SLA).
• Client relationship and stakeholder management.
• Customer Success Management.
• Team leadership and performance coaching.
• Service reporting and KPI tracking.
• Budgeting and cost control.
• Technical awareness (networks, cloud, infrastructure, AI).