As Synyega continues to grow its presence within complex and highly governed environments, we are seeking an experienced Senior Service Delivery Manager to own the operational delivery and relationship management of assigned strategic accounts.
This hybrid role combines structured service delivery leadership, commercial boundary management, and strategic stakeholder engagement. The role acts as the operational “front door” for key clients — ensuring governed, controlled, value‑led delivery while protecting Synyega’s commercial position and delivery capacity.
The successful candidate must have the right to work in the UK, be a UK resident for a minimum of 5 years and be able to attain UK Government SC Clearance.
Responsibilities
Account Ownership & Client Interface
- Act as the primary operational point of contact for assigned strategic account streams
- Lead structured governance rhythms (weekly, monthly, steering committees)
- Translate client objectives into prioritised and controlled delivery plans
- Set and reinforce clear expectations on scope, timelines, and outcomes
- Provide concise executive‑level updates including risks, mitigations, and decisions required
Scope Control & Commercial Guardrails
- Operate delivery in line with agreed Statements of Work (SOWs)
- Apply disciplined change control (distinguishing goodwill support from formal change requests)
- Track and make visible effort delivered outside scope
- Protect margin while maintaining long‑term relationship equity
- Support structured trade‑off discussions (effort, sequencing, cost, impact)
Escalation & Governance Management
- Establish clear escalation pathways and severity definitions
- De‑escalate issues early and factually
- Maintain structured RAID logs (Risks, Assumptions, Issues, Dependencies)
- Reduce reactive firefighting through clarity, intake processes, and expectation management
Multi‑Workstream Delivery Coordination
- Coordinate delivery across multiple concurrent workstreams
- Maintain milestone tracking, dependency management, and sequencing
- Facilitate structured decision‑making forums
- Ensure actions, owners, and deadlines are clearly captured and closed
This role provides delivery leadership but does not line‑manage functional teams. In future, this role may be expected to line‑manage within the Project Management function.
- Contribute to continuous improvement and innovation projects and programmes for strategic accounts
- Maintain an ongoing benefits realisation log aligned to client objectives
- Translate delivery activity into measurable financial, risk, and optimisation impact
- Capture and evidence realised savings, compliance improvements, and operational efficiencies
- Lead value storytelling within governance forums and QBRs
- Support renewal and growth discussions through evidence‑based reporting
Relationship & Stakeholder Management
- Build trust‑based relationships with mid‑tier and senior stakeholders
- Confidently challenge when required while maintaining professionalism
- Tailor communication style to technical, operational, commercial, and executive audiences
- Create psychological safety for internal delivery teams to elevate concerns appropriately
Experience & Skills
- 5+ years’ experience in Service Delivery, Strategic Account Management, or Programme environments
- Demonstrable understanding of IT Asset Management (ITAM), FinOps, or complex software licensing environments
- Ability to translate technical delivery activity into financial, commercial, and risk‑based client value
- Strong understanding of Statements of Work (SOWs), scope management, and formal change control
- Proven experience managing escalations calmly and constructively
- Experience coordinating multi‑workstream delivery in complex environments
- Strong written and verbal communication skills, including governance reporting
- Commercial awareness and understanding of effort tracking, prioritisation, and margin impact
- Exposure to structured project management methodologies
- Experience within central government or regulated sectors
- ITIL Foundation or equivalent service governance exposure
- Project Management Certification
- Familiarity with licensing compliance risk, cloud cost optimisation, or audit defence environments
Behaviours
- Calm under pressure
- Structured and organised thinker
- Confident in boundary‑setting
- Relationship‑focused without over‑accommodating
- Delivery‑biased with strong follow‑through
- Comfortable operating with ambiguity while maintaining control
Flexible office/remote working.25 days annual leave (plus public holidays).Company pension scheme.Life assurance.Health insurance.
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