Senior Service Delivery Manager (w/m/d) in London

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape.

We are looking for a Service Delivery Manager (SDM) who thrives at the intersection of customer satisfaction, operational excellence, and business growth. In this role, you will own the end-to-end service experience, acting as the trusted partner to our clients while ensuring services are delivered seamlessly, on time, and to the highest quality standards.

• Own client relationships and drive exceptional customer satisfaction (CSAT)
• Lead end-to-end service delivery aligned to SLAs, KPIs, and business goals
• Monitor performance, identify improvements, and proactively resolve issues
• Drive continuous service improvement and operational efficiency
• Manage risk, contracts, and service performance reporting
• Partner cross-functionally to deliver and evolve client solutions
• Identify opportunities to expand and grow client engagements

What we need to see from you:

• Multiple years' experience in client-facing roles, project or program management, or service industry positions
• Strong ability to communicate effectively with clients and internal teams, simplifying complex information into accessible language
• A deep commitment to advocating for clients, gathering feedback, and constantly striving to enhance customer experience
• Capable of motivating and leading teams, ensuring clear communication, effective task delegation, and a positive work environment
• A solid understanding of ITIL principles and best practices, with hands-on experience in service delivery and managing SLAs

If you bring a data-driven mindset, strong stakeholder management, and a passion for service excellence, we would love to hear from you.

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.