About the job
What will I be doing?
This is an excellent opportunity for an individual with a background in application support services who is eager to engage in a diverse range of client development projects.
As a Service Delivery Manager (SDM) in our Data Platform Managed Services team, you will be instrumental in ensuring client satisfaction, maintaining exceptional service quality, and fostering continuous improvement. Your key responsibilities will include:
- Serving as the primary liaison for clients, championing their requirements within the organization.
- Overseeing service delivery to guarantee high-quality support and compliance with established SLAs and KPIs.
- Leading regular service review meetings with clients to assess performance, identify improvements, and explore future opportunities.
- Working collaboratively with technical teams to pinpoint service enhancements and proactively mitigate potential issues.
- Implementing service improvements through structured problem management and thorough root cause analysis.
- Ensuring effective communication and alignment between internal teams and external stakeholders.
- Assisting in onboarding processes for new clients and promoting the adoption of best practices.
- Tracking and reporting on service performance, ensuring ongoing alignment with business objectives.
- Addressing and resolving any client issues, managing escalations with efficiency.
Regular client interactions are expected, so candidates must be adept at discussing technical concepts in a clear and concise manner. The ideal candidate will have experience in a similar role or relevant experience in their previous positions, demonstrating problem-solving skills and the ability to manage client expectations and SLAs. Strong communication skills and the capacity to work under tight deadlines and pressure are essential.
Tell me more...
This is a client-facing role where you will engage with our customers daily. We operate on a hybrid model, but you can primarily work remotely or choose to work from one of our conveniently located offices in Farnham or London, with occasional travel to customer sites.
You will collaborate closely with teams in the UK, Bulgaria, and India, navigating different time zones to ensure seamless communication and effective service delivery.
Occasional work outside normal office hours may be required, but this can be done remotely, and such time will be recognized and compensated.

