At a Glance
- Tasks: Manage customer relationships and ensure service delivery meets contractual commitments.
- Company: Join a dynamic team in Swansea with a focus on customer satisfaction.
- Benefits: Competitive salary of £45k, flexible work options, and career development opportunities.
- Other info: Collaborative environment with opportunities to enhance your skills and grow your career.
- Why this job: Be the key contact for customers and drive improvements in service delivery.
- Qualifications: ITIL V4 Foundation required; 2+ years in customer-facing service management preferred.
The predicted salary is between 45000 - 45000 £ per year.
Location: Swansea (1x day per week in office)
Salary: £45k
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&L 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.
Service Delivery Manager in Swansea employer: ECS Resource Group Ltd
ECS Resource Group Ltd is an excellent employer, offering a dynamic work culture that prioritises innovation and collaboration. With the flexibility of remote work, competitive daily rates, and opportunities for professional growth in cloud technologies, employees are empowered to lead impactful projects while enjoying a supportive environment that values their contributions.
