At a Glance
- Tasks: Manage customer relationships and ensure service delivery meets contractual commitments.
- Company: Dynamic company in Swansea with a focus on customer satisfaction.
- Benefits: Flexible work arrangement, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and customer experience.
- Why this job: Be the key contact for customers and drive improvements in service delivery.
- Qualifications: ITIL V4 Foundation and 2+ years in customer-facing service management.
The predicted salary is between 35000 - 45000 £ per year.
Location: Swansea (1x day per week in office)
We are 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 will 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&Ls 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 Specialist in Swansea employer: ECS Resource Group
ECS Resource Group is an exceptional employer, offering a dynamic work environment in Oxford where clinical excellence and professional development are at the forefront. With a strong emphasis on collaboration and evidence-based practices, employees benefit from comprehensive training opportunities and a supportive culture that fosters growth within the healthcare sector. Join us to make a meaningful impact in surgical solutions while enjoying the unique advantages of working in a vibrant city known for its rich history and innovation.
