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About the Role

The Service Delivery Manager is responsible for day-to-day customer engagement and delivering high-quality services in line with support contract scopes. This role focuses on designated accounts within Managed Services, ensuring business as usual activities meet agreed service levels and acting as a direct point of contact for key stakeholders to drive continuous service improvement.

Responsibilities

• Ensuring contracted support scope for designated Customers is clear and understood.
• Engaging with designated Customers daily as a key point of contact for queries, requests, and escalations.
• Understanding Customer needs and priorities and communicating them internally.
• Delivering high-quality service and customer satisfaction, minimizing complaints.
• Acting as a Customer liaison between designated Customers and the support team, responding to or escalating issues.
• Retaining ownership of recovery-related responsibilities and increasing ownership of account management activities.
• Ensuring continuity of service, effective customer engagement, and alignment between operational delivery and account objectives.
• Leading service recovery and Return-to-Green activities while maintaining oversight of customer relationships, account priorities, risks, commercial considerations, and service performance.
• Collaborating with Account Management and delivery teams to align recovery actions, customer priorities, and account objectives.
• Providing a single point of ownership and accountability for the customer experience.
• Identifying opportunities to strengthen customer relationships and improve service outcomes through account management, proactive service reviews, stakeholder engagement, and continuous improvement.
• Ensuring contracts deliver within scope for designated Customers.
• Monitoring contracted Service Quality measures (SLAs, KPIs, CSATs) to evidence service quality.
• Contributing to SLA Breach Monitoring and implementing interventions to avoid breaches.
• Planning and executing Return-to-Green plans when Managed Services operate outside agreed parameters.
• Preparing for and attending Monthly Service Reviews, capturing relevant actions and items.
• Identifying and monitoring service risks to take corrective action.
• Flagging anticipated changes in demand with the Account Management Team.
• Contributing to the department-wide continuous improvement strategy.
• Managing and monitoring Customer-specific Continuous Service Improvement initiatives.
• Monitoring and identifying negative CSAT scores/feedback, highlighting them to the Account Management Team.
• Collaborating effectively with the Account Management Team for optimal business outcomes.
• Taking ownership of designated account management activities alongside Service Delivery responsibilities.
• Working collaboratively with Account Management, technical, and operational teams to deliver strong customer outcomes.
• Maintaining awareness and balancing cost, quality, and customer experience in Managed Services delivery.
• Building and maintaining effective professional relationships within the team, with Customers, and with third parties.
• Performing other duties as required.

Requirements

• Working knowledge of ITIL and experience in an IT Service Management environment.
• Experience actively managing the customer experience from a Service Desk perspective.
• Experience working in an agile Delivery Manager capacity, guiding Dev teams and working to a backlog.
• Recovery experience.
• Understanding of Agile Methodology and Project management skills.
• Strong customer relationship skills, including working with senior service management contacts.
• Proven experience in building effective relationships with internal and external stakeholders.
• Ability to bring people with you.
• Ability to work under pressure with excellent time management skills to meet tight deadlines.
• Strong organization and customer service skills.
• Ability to multitask.
• Decision-making skills to resolve issues or make recommendations.
• Excellent attention to detail and a proactive approach to problem-solving.
• Ability to work independently.
• Excellent knowledge of Windows applications and the MS O365 Suite.
• Knowledge of ITSM tools (ServiceNow, Hornbill, FreshService, Zendesk, etc.).
• Strong communication and active listening skills.
• ITIL V3/V4 foundation certification (Intermediate or higher desirable).
• Knowledge of IT industry & best practices and all relevant industry standards.
• Proficient in the use of the broader Microsoft Office suite, including Project and Visio.
• Proven continuous improvement experience from a similar role, including project management.
• Understanding of quality service standards and applicable metrics.
• Experience designing remediation plans to address productivity and efficiency issues, with a track record of following through to ensure closure.

Skills

• ITIL
• IT Service Management
• Agile Delivery Management
• Customer Experience Management
• Service Desk
• Agile Methodology
• Project Management
• Customer Relationship Management
• Stakeholder Engagement
• Time Management
• Organization
• Customer Service
• Multitasking
• Decision Making
• Problem Solving
• Attention to Detail
• Independent Work
• Windows Applications
• MS O365 Suite
• ITSM Tools
• Communication
• Active Listening
• Continuous Improvement
• Remediation Planning

Location

• London
• Hybrid

Work Type

• Full-time
• Hybrid

Experience Level

• Mid-level
• Senior-level

Education Level

• ITIL V3/V4 foundation certification (Intermediate or higher desirable)

Benefits

• Autonomy to develop and grow skills and experience
• Part of exciting project work making a difference in society
• Strong, inspiring, and thought-provoking leadership
• Supportive and collaborative environment
• Access to LinkedIn Learning
• Management development programme
• Training
• 24/7 confidential employee assistance programme
• Flexible working options including home working and part time
• Social events (office parties, breakfast Tuesdays, monthly pizza Thursdays, Thirsty Thursdays)
• Commitment to charitable causes
• 25 days of annual leave plus bank holidays
• Option to buy 5 extra days of annual leave each year
• 2 paid days per year to volunteer
• Salary Exchange Scheme with 4% employer contribution and 5% employee contribution (Pension)
• Life Assurance of 4 times base salary
• Non-contributory Private Medical Insurance (spouse and dependants included)
• Non-contributory Worldwide Travel Insurance (spouse and dependants included)
• Enhanced Maternity and Paternity Pay
• Season ticket loan
• Cycle to work scheme

About the Company

• Methods is a £100M+ IT Services Consultancy that has partnered with central government departments and agencies to transform the UK public sector.
• Established over 30 years ago and UK-based, Methods applies skills in transformation, delivery, and collaboration to create end-to-end business and technical solutions.
• Solutions are people-centred, safe, and designed for the future.
• Methods' human touch differentiates it from competitors.
• People, technology, and data are at the heart of the company, creating value and sustainability for clients, staff, communities, and the planet.
• Methods supports client project success through collaboration, skill sharing, and problem-solving.
• The company culture encourages having fun while working hard, and learning from mistakes.
• Predominantly focused on the public sector, Methods is expanding its private sector client portfolio.
• Methods was acquired by the Alten Group in early 2022.