Service Delivery Manager

Join the team behind Arwen.ai - where AI meets real impact.

At Arwen, we use AI to help clients make the most of their social media presence - cutting out the toxic, amplifying the good, and helping brands and public figures have better conversations online. Our tech protects over 750 million followers, moderates 80,000+ comments a day, and delivers real results: 94% time savings, 21.3% boost in engagement, and a 19% drop in paid media CAC.

We are looking for a Service Delivery Manager that cares about making the internet a better place. You will own the end‑to‑end delivery of Arwen’s services for our customers – from onboarding and configuration, through day‑to‑day operations, to continual service improvement and renewal. If you also want to work with smart, kind people who do too - come help us build the future of social.

We’re growing fast - backed by great clients in elite sport, broadcasting, dating, financial services, public sector and beyond. But we’re still small enough that every team member shapes how we work, what we build, and where we go next.

We are based in Farnham, Surrey & also have an office in Bristol – while we’d love to see you in the office, we are also open to you working remotely, as long as you are happy with our monthly and quarterly team meetings which are in person.

Key Objectives and Responsibilities

As well as Client onboarding, transition & adoption; First line support, knowledge & policies. You will combine modern ITIL service management practices with B2B SaaS customer success. That means:

• Proactive, regular conversations with customers about performance and outcomes, not just reacting to tickets.

Service level, incident & problem management

• Clear ownership of service levels, incident and problem management, and change / configuration management.
• Turning customer feedback (bugs, improvements, feature requests) into a structured pipeline for Product and Engineering.

Commercial support & expansion

• Identifying cross‑sell and up‑sell signals and handing qualified opportunities to the Sales team.

People management & ways of working

• You will line manage the Service Delivery Executive and play a role in managing the human moderation provider (The Social Element).

What success looks like

Within 6 months you will have:

• Trusted relationships in place with all our clients, enabling you to perform your role fluently.
• High retention and satisfaction scores, supported by regular service reviews and visible value delivered.
• A predictable onboarding and hypercare process that brings new customers live quickly and reliably.
• A healthy feedback loop into Product and Engineering, with transparent tracking of bugs and feature requests.
• A motivated Service Delivery Executive who is developing under your leadership.

Person Specification

The successful candidate will have some or all of these:

Essential Skills and Experience

• Significant experience (c. 4+ years) in Service Delivery Management, Customer Success or a similar role in B2B SaaS or managed services.
• Proven track record of managing enterprise or mid‑market clients, running service reviews and improving retention / satisfaction.
• Experience leading a small team and performance managing and mentoring others in a support / service environment.
• Experience with online CRM, ticketing and collaboration tools
• Strong communicator who is confident spending a large proportion of time in direct customer conversations
• Ability to translate between technical language (engineering, AI / data) and non‑technical stakeholders.
• Comfortable working in a fast‑moving start‑up environment: hands‑on, pragmatic, able to prioritise and make trade‑offs.
• Experience with customer care, social media, trust & safety, or CX tooling.
• Practical understanding of ITIL concepts (service lifecycle, SLAs, incident/problem/change/request management, CSI).
• Exposure to AI / ML‑driven products
• Experience with Notion, Jira and Hubspot CRM

Our values

We’re here to build something that matters and we do it by living our values every day:

Clarity

We take complex stuff - like AI and social media - and make it clear, useful and human.

Pragmatism

We solve real problems, for real people. No fluff. Just tools that work.

Integrity

We do what’s right, not what’s easy - especially when it comes to trust, inclusion and safety.

Impact

We’re here to make a difference - for our clients, their communities, and the internet as a whole.

We’re a team that backs each other, pushes for better, and makes things happen. If that sounds like your kind of place, we’d love to meet you.

We have two office locations, Farnham, Surrey and Bristol. We are happy with either hybrid or remote working arrangement. Our package is made up of a competitive base salary, pension scheme and 25 days holiday, plus bank holidays.

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