At a Glance
- Tasks: Lead service delivery for a luxury retail client across multiple locations and teams.
- Company: Dynamic company focused on operational excellence and client satisfaction.
- Benefits: Competitive salary, great benefits, hybrid work options, and opportunities for international travel.
- Other info: Fast-paced environment with a focus on innovation and continuous improvement.
- Why this job: Make a real impact by driving performance and enhancing customer experiences.
- Qualifications: Proven leadership in contact centre management and strong stakeholder management skills.
The predicted salary is between 50000 - 60000 £ per year.
Location: UK based in Bristol, Manchester, Glasgow, or Bangor (hybrid/WFH considered). Quarterly international travel may be required. Salary: Dependent on experience. Contract: Permanent & full-time. Great Benefits.
The Role: We are seeking a Service Delivery Manager to lead a key luxury retail client account across multiple geographies. This is a client‑facing role requiring a commercially aware, strategic thinker who can drive operational excellence and deliver against performance targets. You will be accountable for end‑to‑end service delivery, ensuring productivity, service levels, and quality consistently meet or exceed client expectations. Working across multiple teams, you will lead performance, foster engagement, and create an environment that attracts, develops, and retains talent. Success in this role will require strong leadership, stakeholder management, passion, personality, and the ability to translate operational insight into actionable improvements that enhance customer experience.
Key Responsibilities:
- Own and deliver performance across all operational KPIs, identifying trends and implementing corrective actions where required.
- Build and maintain strong client relationships, balancing client expectations with business objectives.
- Lead multi‑site and remote teams, ensuring alignment, engagement, and high performance.
- Translate operational data into clear, actionable insights to drive continuous improvement.
- Manage multiple priorities and deadlines in a fast‑paced environment.
- Partner with internal functions (Client Services, Operations, WFM, Quality, Project Management) to deliver cohesive outcomes.
- Drive innovation, transformation initiatives, and rapid change implementation.
- Ensure compliance with contractual, security, and data protection requirements.
- Produce high‑quality business and client reporting with clear commentary and recommendations.
- Identify and mitigate operational risks, ensuring robust controls are in place.
- Support employee engagement initiatives, including forums and feedback mechanisms, to proactively address issues.
Skills & Experience:
- Proven leadership experience as a contact centre manager or equivalent (100+ FTE).
- Experience managing operations across multiple sites and regions, including remote teams.
- Strong stakeholder management and influencing skills at all levels.
- Solid operational management background with a focus on performance delivery.
- Demonstrated ability to manage complex client relationships.
- Experience working with off‑shore and/or multi‑lingual operations.
- Knowledge of contact centre tools and reporting platforms (e.g. telephony, email, workforce tools).
- Track record of delivering change within the operation.
Personal Attributes:
- Strong relationship‑building skills with senior stakeholders.
- Clear communicator with the ability to translate client requirements into team objectives.
- Collaborative approach, working effectively across multiple support functions.
- Commercially aware with a proactive, solution‑oriented mindset.
- Detail‑focused with strong analytical capability.
- Passionate about delivering high‑quality customer and employee experiences.
- Continuous improvement mindset, including exposure to methodologies such as Six Sigma.
Service Delivery Manager in England employer: T&P
TP is an exceptional employer that values innovation and collaboration, offering a dynamic work culture where creativity thrives. With a focus on employee growth, we provide ample opportunities for professional development and a supportive environment that encourages strategic thinking. Located in London, our hybrid model allows for flexibility while working with a diverse team on impactful projects for a leading multinational beverage client.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in England
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at T&P. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like T&P before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Manager in England
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to T&P:Your cover letter is your chance to shine! Tell us why you want to work at T&P specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at T&P!
How to prepare for a job interview at T&P
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
