Service Delivery Manager

We''re recruiting a Service Delivery Manager to act as the primary point of contact for a large, dedicated public sector customer. This role goes beyond traditional operational service management. We''re looking for a dynamic, strategic professional who can take a consultative approach, guiding the customer through Continual Service Improvement while ensuring services are delivered in line with contractual commitments.You will own the relationship end-to-end, ensuring service excellence while proactively identifying opportunities to enhance quality, increase customer satisfaction, strengthen commercial performance, and drive long-term value.This is a highly customer-facing, strategically focused position where influence, insight, and leadership are as important as operational control.Key ResponsibilitiesOwn the customer contract and service obligations, identifying risks, gaps, and mitigation plansAct as a trusted advisor to the customer, providing strategic guidance on service performance and improvement initiativesLead Continual Service Improvement planning and execution, moving the relationship from reactive to proactive value deliveryPlan, chair, and document structured Service Review Meetings with senior stakeholdersProduce and present insightful Service Management Reports that focus not just on performance, but on improvement and forward planningAct as the senior escalation point for internal and external service issuesCollaborate closely with Account Management to ..... full job details .....