Service Delivery Manager

Service Delivery ManagerLocation: Swansea (1x day per week in office)Salary: 45k Job descriptionWe''re looking for a Service Delivery Manager to act as the key point of contact for assigned customers, ensuring we deliver against contractual commitments while identifying opportunities for service and revenue enhancement.This is a customer-facing and internally collaborative role, where you''ll be responsible for managing customer relationships throughout the service lifecycle-delivering clear communication, maintaining accountability, and driving satisfaction across all touchpoints.Key ResponsibilitiesOwn the customer contract and service obligations, identifying risks or gaps and implementing mitigation strategies.Plan, lead, and document structured Service Review Meetings with key stakeholders.Deliver comprehensive Service Management Reports and lead ongoing improvement plans.Act as the escalation point for internal and external customer service concerns.Partner with Account Management to align on strategic goals and drive new opportunities.Review customer PandLs to ensure contract profitability and efficiency in service delivery.Monitor and report on KPIs, SLAs, and service performance to meet customer expectations.Provide detailed business reporting and forecasting to internal and external stakeholders.Support broader service initiatives and collaborate across departments to improve customer experience.Experience and QualificationsITIL V4 Foundation (essential); ..... full job details .....