At a Glance
- Tasks: Lead service delivery for a strategic restaurant customer and enhance the overall customer experience.
- Company: Join a dynamic team in the quick service restaurant industry.
- Benefits: Competitive salary, career growth opportunities, and a vibrant work environment.
- Other info: Full-time onsite role with a focus on operational leadership and continuous improvement.
- Why this job: Be the voice of the customer and drive service excellence in a fast-paced setting.
- Qualifications: Strong communication skills and experience in customer relationship management.
The predicted salary is between 40000 - 50000 £ per year.
Location: East Finchley, England (Customer Site – Full-Time Onsite)
Reports To: Executive Services Senior Manager (ESSM)
Industry: Quick Service Restaurants (QSR)
Position Summary
The Service Delivery Manager (SDM) serves as the primary onsite operational representative for a strategic restaurant customer, ensuring the successful delivery of services, achievement of contractual commitments, and continuous improvement of the overall customer experience. The SDM is a highly visible customer-facing leader who builds trusted relationships with customer stakeholders, coordinates cross-functional teams, and drives service excellence across all aspects of the account. Working closely with the Executive Services Senior Manager (ESSM), the SDM acts as the voice of the customer within the organization while providing operational leadership and proactive account management. The role combines customer engagement, service delivery oversight, operational analysis, incident management, and continuous improvement to ensure business outcomes are achieved. Based full-time at the customer's East Finchley office, the SDM serves as a dedicated partner to the customer, providing day-to-day leadership and coordination across support, engineering, suppliers, and service management teams. The SDM is expected to identify opportunities to improve performance, reduce operational risk, and support contract growth and retention initiatives.
Key Responsibilities
- Customer Relationship Management
Serve as the primary onsite point of contact for all service delivery matters. Develop and maintain strong relationships with customer stakeholders at operational and management levels. Build trust through proactive communication, transparency, and consistent execution. Act as the voice of the customer, ensuring business requirements and expectations are understood across internal teams. Support the ESSM in strategic account planning, service reviews, customer retention, and growth activities. Facilitate regular customer meetings, documenting actions, decisions, risks, and follow-up activities.
