Service Delivery Manager (Scotland)

Service Delivery Manager

Responsible for a portfolio of serviced customer accounts across the UK, ensuring services are delivered according to the contract specification and meet agreed KPIs and Service Levels. Act as the first point of contact for key serviced clients, enhancing customer experience and liaising with internal functions (service desk, NOC, PMO, field teams) to guarantee service excellence.

Responsibilities

• Act as a main point of contact for select number of contracted service clients.
• Ensure processes and procedures are in place to support excellent service delivery and conduct regular reviews for continuous improvement.
• Carry out regular service reviews and take responsibility for actions that arise.
• Liaise with business functions to monitor and measure service performance in line with contract and client expectations.
• Provide the client with technical advice and guidance fo...

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