Delivery Manager in Swansea

We're looking for an experienced Dedicated Service Delivery Manager to become the primary point of contact for a major public sector customer, taking ownership of the ongoing delivery and continual improvement of services.

Working closely with the customer and internal technical, operational and commercial teams, you'll ensure contractual commitments are met, service performance is continuously enhanced, and the customer receives an exceptional experience throughout the partnership.

This is a highly visible, customer-facing role requiring strong stakeholder management, commercial awareness and a proactive approach to driving service excellence.

Key Responsibilities

• Act as the dedicated Service Delivery Manager for a major public sector customer
• Build trusted relationships with key customer stakeholders, acting as their primary operational contact
• Take ownership of contractual service obligations, identifying risks and ensuring appropriate mitigation plans are in place
• Chair regular Service Review Meetings, presenting service performance, trends and improvement plans
• Produce high-quality Service Management Reports covering KPIs, SLAs, service trends and continual improvement activities
• Drive Continual Service Improvement (CSI) initiatives that enhance customer outcomes and operational performance
• Own operational escalations, coordinating internal teams to achieve timely resolution
• Work collaboratively with Account Management to support the customer's strategic objectives and identify opportunities to add value
• Monitor and report on service performance, ensuring contractual commitments are consistently achieved
• Review service delivery performance, helping ensure services remain efficient, effective and commercially sustainable
• Provide accurate reporting, forecasting and service updates to both customer and internal stakeholders
• Build strong relationships across technical, service and commercial teams to ensure a seamless customer experience
• What Success Looks Like
• Excellent customer satisfaction and long-term relationship management
• Consistent achievement of SLA and KPI targets
• Successful delivery of continual service improvement initiatives
• Effective management of service risks and escalations
• Strong collaboration between customer and internal teams
• Efficient, commercially effective service delivery

Experience & Qualifications

• Previous experience as a Service Delivery Manager, Service Manager or Customer Success Manager within a technology, managed services or telecommunications environment
• Experience managing a strategic or enterprise customer
• Strong understanding of ITIL service management principles
• Experience producing service reports and presenting to senior stakeholders
• Commercial awareness with an understanding of contracts and service performance
• Experience using ITSM platforms such as Service Now or equivalent
• Proficient with Microsoft Office, particularly Excel, Power Point and Word

Skills & Attributes

• Outstanding communication and stakeholder management skills
• Ability to build credibility and trusted relationships at all levels
• Customer-focused with a proactive, solutions-oriented mindset
• Strong organisational skills with the ability to manage multiple priorities
• Calm under pressure with excellent problem-solving abilities
• Commercially aware and able to balance customer satisfaction with business objectives
• Passionate about delivering service excellence and continual improvement
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