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- Tasks: Lead and improve service delivery while managing support teams and customer relationships.
- Company: Join a dynamic multinational company that values creativity and collaboration.
- Benefits: Enjoy competitive pay, flexible hours, and opportunities for professional growth.
- Other info: Opportunity for international travel and hands-on leadership in a fast-paced environment.
- Why this job: Make a real impact by enhancing customer experiences and service standards.
- Qualifications: Experience in service management and strong leadership skills required.
The predicted salary is between 40000 - 50000 £ per year.
TBA Group is part of a multi-national group of companies and promotes a creative and dynamic work environment. We’re looking for an experienced Service Delivery Manager to take ownership of live services following go-live and play a key role in strengthening and improving our service function.
This role is responsible for service performance, customer relationships, and the leadership of our 1st and 2nd line support teams. You’ll work closely with customers, Business Analysts, Project Managers, and internal stakeholders to ensure services are stable, well-managed, and continuously improving. This is a hands-on leadership role. You’ll need to stay close to operational delivery while also driving improvements in service standards, processes, reporting, and overall customer experience.
The role also requires flexibility, including acting as an out-of-hours escalation point for critical customer issues and international travel for face-to-face customer meetings and service reviews.
Key Responsibilities:- Own live service delivery post go-live, ensuring services remain stable, supported, and continuously improving.
- Lead and develop 1st and 2nd line support teams, setting clear expectations, standards, and accountability.
- Act as the senior operational contact for customers on all live service matters.
- Manage service performance against SLAs and KPIs, ensuring visibility and accountability across the function.
- Lead major incidents, escalations, and problem management activities through to resolution.
- Act as an out-of-hours escalation point for critical incidents where senior ownership and customer communication is required.
- Oversee the transition from project delivery into support, ensuring strong handover and service readiness.
- Drive continuous improvement across service delivery, support processes, reporting, and governance.
- Coordinate releases and change activity into live service in a controlled and customer-focused way.
- Lead customer service reviews and contribute to long-term account health and retention.
- Travel to customer sites, including international travel, for service reviews and relationship management where required.
Service Delivery Manager employer: TBA
Contact Detail:
TBA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Service Delivery Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its services. Understand their customer base and service delivery challenges. This will help you showcase how your experience aligns with their needs and demonstrate your passion for improving service standards.
✨Tip Number 3
Practice your leadership stories! Be ready to share examples of how you've led teams, managed incidents, and improved service delivery in past roles. This will show potential employers that you’re not just a fit for the role, but a standout candidate.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you a leg up. Plus, it’s super easy to keep track of your applications!
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience in managing live services, leading support teams, and improving service standards. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've successfully managed customer relationships and led teams in the past. We love a good story!
Showcase Your Leadership Skills: As a hands-on leader, it's crucial to demonstrate your leadership style in your application. Talk about how you've set clear expectations and accountability within your teams. We’re keen to see how you inspire and develop others!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss any important updates. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at TBA
✨Know Your Stuff
Make sure you understand the key responsibilities of a Service Delivery Manager. Brush up on service performance metrics, SLAs, and KPIs. Being able to discuss how you've managed these in the past will show that you're ready to take ownership of live services.
✨Show Your Leadership Skills
Prepare examples of how you've led teams before, especially in a support environment. Talk about how you set expectations and accountability within your team. This role is hands-on, so demonstrating your ability to lead while staying close to operational delivery is crucial.
✨Customer Relationships Matter
Think about your past experiences with customer interactions. Be ready to share how you've built strong relationships and handled escalations. Highlighting your communication skills and ability to manage customer expectations will be key in this role.
✨Be Ready for Flexibility
Since this role requires out-of-hours support and international travel, be prepared to discuss your availability and willingness to adapt. Share any relevant experiences where you've had to be flexible in your work schedule or travel for client meetings.