We are looking for a Service Delivery Manager to join our EMEA Services Delivery function within the Services Delivery Management team.
In this role, you will be responsible for end-to-end management of services delivered to large, complex clients, ensuring we meet agreed outcomes, service levels, and quality standards. Acting as a trusted advisor, you will work closely with our Centres of Excellence (COEs), partners, and vendors to drive client satisfaction, maximise value and support the profitable growth of our services business.
This is a hybrid role; you will typically spend three days per week in the office and/or on client sites as part of your responsibilities.
Key responsibilities:
- Own the overall service delivery relationship for large, complex clients, ensuring contractual commitments, SLAs and quality standards are consistently met.
- Build and maintain strong, trusted relationships with client stakeholders, becoming a key advisor on the business benefits of Insight’s services and solutions.
- Align closely with in-country service delivery leadership and EMEA COEs to plan, coordinate and govern the delivery of professional and managed services.
- Assemble and coordinate project teams (in conjunction with the Senior Manager Service Delivery), scheduling and overseeing key engagements to successful completion.
- Maintain revenue and gross profit across your client base and drive clients “up the value chain” through Insight First services and our partner ecosystem.
- Lead regular service performance reviews, ensuring actions are documented, followed up, and completed to continuously improve client satisfaction.
- Participate in large and complex deal reviews, contributing service delivery insight and risk management throughout the bid cycle.
- Support the translation of corporate and regional strategies into actionable delivery plans for your client portfolio.
- Provide thought leadership locally, coaching, and mentoring services teammates to support capability development and consistent, high-quality delivery.
- Ensure all governance, legal, process and compliance requirements are adhered to across your portfolio.
Key skills and experience required:
- Experience in service delivery management or a similar post-facing role within the IT industry, ideally across managed or professional services.
- Proven record of managing complex client engagements, with responsibility for service performance, financial outcomes, and client satisfaction.
- Strong commercial acumen, with experience of forecasting, revenue, and gross profit management across a defined client base.
- Demonstrable ability to work effectively in a matrix environment, coordinating multiple teams, stakeholders, and resources.
- Exceptional organisational skills with the ability to manage multiple complex projects and priorities simultaneously.
- Excellent communication and relationship-building skills, with the confidence to engage at senior stakeholder level.
- Experience of driving continuous improvement, changing initiatives or service optimisation programmes.
Benefits:
Excellent benefits and a compelling reward package.
Equal Opportunity Employer:
Insight is an equal opportunity employer, and we are committed to achieving diversity and equality within our organisation. We seek out people from diverse backgrounds and encourage you to apply.
Any information provided regarding changes or adjustments will be kept confidential and used solely for the purpose of ensuring all our candidates can perform at their very best during the recruitment process.
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