Service Delivery Manager in Birmingham

The Service Delivery Manager (SDM) is responsible for building and maintaining strong customer relationships and improving services to maintain customer satisfaction and retention. The SDM is responsible for several key functions, focusing on ensuring that all requirements of the contractual service obligations are met throughout the lifecycle of the management contract.

What you will do

• Act as the primary service management contact for the customer.
• Ensure all engagements drive the customer’s experience in line with the customer‑contracted services, managing customer expectations.
• Gather customer roadmap intelligence and provide an update to internal stakeholders to ensure any commercial opportunities are identified.
• Undertake the management and oversight of the Service Levels in accordance with the Service Level Agreement.
• Co‑ordinate and execute monthly, quarterly, and annual Service Review Meetings, face‑to‑face and remotely, in accordance with the provisions of the Service Level Agreement and Service Schedule.
• Provide on‑going analysis of reports, performance, and trends, generating appropriate and timely recommendations and stating risks to both the customer and the business.

Required Qualifications and Experience

• The ideal candidate should have a strong customer‑focused background, preferably with previous customer‑facing experience within healthcare.
• Experience working with software like Adastra, or similar products.
• Expert knowledge of ITIL standards.
• Ability to travel to and from customer sites, and other offices used for external and internal meetings.
• Excellent business and relationship management skills.
• Commercially astute, with excellent customer‑facing/customer service skills.
• Demonstrate understanding of common customer service tools and processes.
• Able to work on own initiative, making effective decisions and collaborate within a team dynamic.

Benefits

• 26 days holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year.
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave.
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay.
• 24/7 Employee Assistance Programme for confidential support.
• Private medical insurance for everyone, no medical‑history exclusions.
• Group‑wide performance bonus, when we win, you win.
• Income protection: up to 75% salary for 5 years if you ever need it.
• SkillsHub learning platform with leadership pathways, future‑manager training, and a huge online library.
• Access to external training and apprenticeships.
• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding.
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger.
• Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including ULEV car scheme with 1,000+ models, Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover.

Who We Are

OneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors. We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To apply, please submit your application online.