Service Delivery Manager

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. 

• Act as the primary service management contact for the customer,
• Ensure all engagements drive the customers 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 Service Level Agreement,
• Co-ordination and execution of monthly, quarterly, and annual Service Review Meetings, face to face and remotely, in accordance with the provisions of 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,

• 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

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger