Service Delivery Manager

The Service Delivery Manager (SDM) is accountable for developing and sustaining strong customer relationships while continually enhancing service performance to drive customer satisfaction and retention. The SDM oversees all key functions related to service delivery, ensuring that every aspect of the contractual service obligations is consistently met throughout the full lifecycle of the management contract.

This is a hybrid role based out of our Birmingham HQ, with the expectation that the successful candidate will attend the office 1–2 times per month, as required.

• 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.

• The ideal candidate should have a strong customer-focused background, preferably with previous customer-facing experience 
• Experience working with software 
• 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

• Finance knowledge and experience is highly desirable 

#LI-RL1

The application window is open until 25/03/2026, but we may close it sooner so please apply at your earliest convenience.

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures
• Income protection: up to 75% salary for 5 years if you ever need it

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference 

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.

We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.

Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference. 

Learn more at www.oneadvanced.com