UK | Service Delivery Manager (Recruitment Services) | Hybrid
Are you a relationship‑led service delivery professional who thrives on partnering with customers to achieve meaningful outcomes—not just deliverables?
We’re looking for a Service Delivery Manager to lead strategic customer engagements across our Project Services (SoW) offering within a recruitment environment—ensuring high‑quality, consistent service delivery that drives long‑term value.
Role
In this role, you’ll act as a trusted partner to customers, shaping how services are defined, governed, and delivered. Taking a consultative, hands‑on approach, you’ll work closely with clients to understand project requirements, define scope, and ensure delivery aligns to agreed outcomes.
You’ll be embedded in a recruitment business with a Project Services / Statement of Work (SoW) offering, playing a key role in bridging client needs with structured, outcome‑based delivery.
What You’ll Be Responsible For
- Owning end‑to‑end service delivery across key customer engagements
- Acting as a senior escalation point for service reviews, risks, and issues
- Leading client discovery sessions to understand project requirements and shape delivery approaches
- Defining clear deliverables, milestones, and acceptance criteria for project‑based work
- Partnering with customers to agree service levels, success measures, and outcomes
- Providing input into Statements of Work (SoWs), proposals, and delivery plans
- Monitoring delivery against agreed scope, with ongoing tracking, reporting, and governance
- Collaborating with Sales, Customer Success, PMO, Finance, and Commercial teams to ensure seamless, joined‑up delivery
- Driving continuous improvement in service quality and customer experience
What We’re Looking For
- Experience in a customer‑facing service delivery, consulting, or client partnership role
- Background working within a recruitment/staffing organisation with a Project Services or SoW offering
- Strong understanding of SoW‑based delivery models and outcome‑based services
- Proven ability to run discovery sessions and translate client needs into structured delivery plans
- Experience defining deliverables, scope, and acceptance criteria for project work
- Comfortable managing ongoing performance tracking and reporting against agreed scope
- Strong stakeholder management skills, with the ability to influence at a senior level
- Ability to balance structure with flexibility in fast‑paced, client‑driven environments
Note
This is a Recruitment Service Delivery role (staffing solutions and project‑based recruitment services), not an IT Service Delivery position.
What You’ll Receive
- Flexible hybrid working (London, Manchester, Birmingham, Leeds)
- Private healthcare and wellbeing support
- Generous annual leave
- Opportunity to shape and mature a growing Project Services / SoW offering
- Clear career progression within a global organisation
This is an opportunity to go beyond process and truly add value through partnership—leading discovery, shaping delivery, and ensuring recruitment‑led project services are delivered with clarity, structure, and measurable outcomes.
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