Service Delivery Manager

Added: 10/21/2021

REF: 15653

Contract: Permanent

Location: United Kingdom, United Kingdom

Alldus International are actively recruiting for a Service Delivery Manager for a leading UK ServiceNow Partner.


As the Service Delivery Manager, you will have a major impact in driving customer success. Acting as the voice of clients’ customers, you will work to improve service through relationship building, metric monitoring, operational review, and effective communication. You will also identify service improvement initiatives and works to eliminate escalations increasing and maintaining high customer satisfaction.


The successful candidate will show the ability to articulate customer needs, recommend smart solutions and generate/lead action plans to retain and grow the Managed Service customer base.

This role works within the Managed Service team to ensure delivery of world-class service and best possible partnership across all customers to manage and maintain their ServiceNow platform.

Preferably you will have worked with all levels of customers and service offerings generating measurable success. Alongside this, having managed escalations end-to-end for best possible resolution and with review to ensure any future escalations are minimised.


We are looking for someone who is prepared to think creatively, challenge the status quo, and

show great attention to detail. The successful person will show a thirst for growth, personally

and professionally.


Experience and Skills Required


  • Service Delivery Management experience, working with enterprise level customers ideally within a managed service function.
  • Ability to exceed customer expectations within regular service review meetings and reporting.
  • An understanding of IT Service Management, processes, and best practices; ITIL foundation and beyond is beneficial.
  • Experience working collaboratively with sales, product management, product marketing, and professional services for best customer outcome.
  • Proven communication skills written and verbal across all levels of customer and own organisation
  • Experience of managing 3rd parties and 3rd party delivered services
  • Excellent customer facing/customer service skills
  • Excellent organisational skills
  • Work in a challenging environment, manage the resolution of obstacles, and work on multiple engagements


You will be part of a a fast-paced environment with a culture for growth and success and with a continuous focus on self-improvement where you can challenge and be challenged. You will become an expert with one of the most innovative SaaS platforms on the market today and have a direct impact on the growth of the business with direct access to the Senior Management Team.


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