Service Delivery Manager in Chatham

Job type: Full-time

Workplace conditions: We offer a hybrid working model.

Location: The position is based in our office in Chatham, Kent, UK.

About the Role: As a Service Delivery Manager (SDM), you will be the primary service contact for your customers, and you will own the end‑to‑end delivery of contracted services in line with agreed Service Level Agreements (SLAs). This is a highly customer‑facing role, combining operational leadership, commercial accountability, and proactive service improvement. You will be responsible for driving service performance, managing escalations, and ensuring services are delivered efficiently within budget. Working closely with Key Account Managers, Engineering, NOC, Incident Management, and Support teams, you will ensure customer satisfaction while protecting service quality, cost efficiency, and contractual compliance. The role includes full financial accountability for customer SLAs, as well as responsibility for RMAs, warranties, and service reporting.

Service Delivery & Customer Management:

• Act as the main service contact for assigned customers, building and maintaining strong, positive relationships.
• Own service delivery against contractual SLAs, ensuring performance targets and customer expectations are continually met.
• Work with your customers as an expert partner to identify and deliver new opportunities for service innovation and performance improvement.
• Develop, maintain, and execute Service Management Plans for customer accounts.
• Lead service transitions for new customers, including creation and completion of the Support Mobilisation Checklist (SMC).
• Own all service‑related communications with customers, including tickets, conference calls, service reviews, and face‑to‑face meetings or presentations.
• Produce weekly and monthly service performance reports for internal stakeholders and customers.
• Manage customer escalations and act as the main interface between customers and internal technical teams.
• Support the Incident Manager during major incidents (office hours).
• Ensure proactive monitoring of customer fleets via the NOC and oversee follow‑up actions.
• Define, document, and maintain troubleshooting instructions and service documentation.
• Capture, register, and share lessons learned to continuously improve service delivery.

Change, Transition & Technical Coordination:

• Own and manage Requests for Change (RFCs), from submission through approval and implementation.
• Ensure customer fleets are correctly onboarded into Icomera systems and documents.
• Support requirement gathering for new customer integrations and service improvements.
• Work closely with Engineering and Support teams during solution design, testing, and changes impacting live services.
• Hold responsibility for the P&L of assigned customer SLAs, ensuring services are delivered within budget.
• Identify opportunities to improve efficiencies and reduce costs without compromising customer satisfaction.
• Manage RMAs in SAP, including escalations and delegation during absences.
• Handle warranties and out‑of‑warranty cases, ensuring correct billing in line with contracts.
• Collaborate with Key Account Managers on service renewals, contract changes, and upsell opportunities.

Authorization:

• Make service delivery decisions within agreed budgets and process frameworks.
• Own and manage SLA definitions and service performance targets.
• Hold financial responsibility for the customer Service Level Agreement P&L.
• Approve and manage RMAs, with the ability to delegate when required.

Qualifications and experiences:

• Proven experience in a Service Delivery, Customer Success, or Account‑focused role (ideally 3+ years).
• Strong customer management and stakeholder engagement skills.
• Experience working in a technology, IT, or service‑based environment, ideally employing ITIL-based service frameworks.
• Demonstrated understanding of SLAs, service operations, and incident management.
• Financial awareness, including budget ownership and cost control.
• Experience working cross‑functionally with technical and commercial teams.
• Strong planning, prioritisation, and organisational skills.
• Fluent in business and technical English.

Who You are:

You are a customer‑focused and commercially aware professional who thrives in a fast‑paced, service‑oriented environment. You are confident engaging with customers, comfortable managing complexity, and proactive in identifying improvements and solutions. You combine strong organisational skills with a collaborative mindset and are motivated by delivering high‑quality service outcomes.

Our Offer:

• A competitive salary package.
• Holiday entitlement: 25 days of annual leave plus bank holidays, increasing by up to 5 additional days with length of service (up to 30 days total).
• A collaborative, team‑focused culture with modern facilities and a flexible, engaging work environment.
• Wellbeing and development support, including private healthcare after one year of service, an Employee Assistance Programme, and a wide range of lifestyle and wellness benefits through the Perkbox platform.
• A comprehensive benefits package, including a contributory pension scheme, gym membership support, eye care vouchers, and enhanced parental leave.

Icomera welcomes candidates from all backgrounds, and we value a diverse and inclusive work environment.