We are an exclusive headhunting firm representing a dynamic and fast-growing technology services organisation that delivers high-impact professional services and managed services to its clients. We are currently seeking an experienced Service Delivery Manager to join their operations team in a pivotal leadership role.
About the Role
As Service Delivery Manager , you will be the key driver of successful customer outcomes, combining strong project management expertise with ongoing managed service oversight. You will act as the single point of contact for operational delivery, ensuring seamless execution from initiation through to closure while maintaining the highest standards of quality, profitability, and customer satisfaction.
This is a hands-on delivery leadership position where you will influence cross-functional teams, manage the full lifecycle of client engagements, and align professional services projects with long-term managed services.
Minimum Requirements
• 5+ years of solid experience in Service Delivery, Project Management, or Operations within a technical/IT services environment
• Proven track record managing both professional services (projects) and managed services
• Strong experience leading and influencing cross-functional delivery teams in a matrix environment
• Demonstrated stakeholder management, risk mitigation, and commercial/financial acumen
• Excellent communication and relationship-building skills with the ability to engage effectively with both technical teams and senior clients
Qualifications (Preferred)
• PMP, PRINCE2, ITIL, or Agile/Scrum certifications
• Experience managing end-to-end delivery in a services organisation, including upgrades, day-to-day operations, and client lifecycle management
Key Responsibilities
• Serve as the single point of contact for operational delivery across all assigned engineering teams
• Manage the full lifecycle of customer engagements, ensuring smooth handovers from sales to delivery
• Oversee delivery of both professional services projects and managed services to the highest quality standards
• Build and maintain strong customer relationships, driving high satisfaction (target CSAT 80%+) and identifying expansion opportunities
• Lead resource and capacity planning, including rolling forecasts and optimisation of team utilisation
• Proactively manage risks, issues, and escalations, acting as the sponsor during critical client situations
• Track financial performance and ensure all engagements meet profitability targets
• Facilitate seamless communication and collaboration across internal and external stakeholders
Performance Objectives
You will be measured against clearly defined KPIs, including:
• Delivery Execution – ≥90% of engagements delivered on-time and in budget (25% weight)
• Customer Satisfaction & Retention – CSAT ≥80% (20% weight)
• Resource & Capacity Planning – 70% average billable utilisation (20% weight)
• Financial Accountability – 100% of projects tracked against budget (20% weight)
• Risk & Escalation Management (15% weight)
What’s on Offer
Our client offers more than just a competitive salary. You will enjoy:
• Hybrid working model with genuine flexibility
• Generous vacation policy (15+ days annual leave, increasing with tenure)
• Flexible home-office equipment policy (monitors, ergonomic chairs, software, etc.)
• Free access to Udemy courses for continuous professional development
• Financial wellness support through professional advisors
• Mental wellness benefits, including access to therapy services
• A strong organisational culture that truly values work-life balance and employee wellbeing
This is an excellent opportunity to take ownership of high-value client delivery in a growing services business where your impact will be highly visible and valued.
If you are a customer-obsessed, commercially aware delivery leader who thrives on driving successful outcomes, we would like to hear from you.
This role is being handled exclusively by our firm. To register your interest in complete confidence, please submit your CV along with a short note outlining your relevant experience.
We thank all applicants; only shortlisted candidates will be contacted.
Strictly confidential search.