Location
UK based in Bristol, Manchester, Glasgow, or Bangor (hybrid/WFH considered). Quarterly international travel may be required.
Salary
Dependent on experience
Contract
Permanent & full-time
Great Benefits
The Role
We are seeking a Service Delivery Manager to lead a key luxury retail client account across multiple geographies. This is a client‑facing role requiring a commercially aware, strategic thinker who can drive operational excellence and deliver against performance targets. You will be accountable for end‑to‑end service delivery, ensuring productivity, service levels, and quality consistently meet or exceed client expectations. Working across multiple teams, you will lead performance, foster engagement, and create an environment that attracts, develops, and retains talent. Success in this role will require strong leadership, stakeholder management, passion, personality, and the ability to translate operational insight into actionable improvements that enhance customer experience.
Key Responsibilities
- Own and deliver performance across all operational KPIs, identifying trends and implementing corrective actions where required
- Build and maintain strong client relationships, balancing client expectations with business objectives
- Lead multi‑site and remote teams, ensuring alignment, engagement, and high performance
- Translate operational data into clear, actionable insights to drive continuous improvement
- Manage multiple priorities and deadlines in a fast‑paced environment
- Partner with internal functions (Client Services, Operations, WFM, Quality, Project Management) to deliver cohesive outcomes
- Drive innovation, transformation initiatives, and rapid change implementation
- Ensure compliance with contractual, security, and data protection requirements
- Produce high‑quality business and client reporting with clear commentary and recommendations
- Identify and mitigate operational risks, ensuring robust controls are in place
- Support employee engagement initiatives, including forums and feedback mechanisms, to proactively address issues
Skills & Experience
- Proven leadership experience as a contact centre manager or equivalent (100+ FTE)
- Experience managing operations across multiple sites and regions, including remote teams
- Strong stakeholder management and influencing skills at all levels
- Solid operational management background with a focus on performance delivery
- Demonstrated ability to manage complex client relationships
- Experience working with off‑shore and/or multi‑lingual operations
- Knowledge of contact centre tools and reporting platforms (e.g. telephony, email, workforce tools)
- Track record of delivering change within the operation
Personal Attributes
- Strong relationship‑building skills with senior stakeholders
- Clear communicator with the ability to translate client requirements into team objectives
- Collaborative approach, working effectively across multiple support functions
- Commercially aware with a proactive, solution‑oriented mindset
- Detail‑focused with strong analytical capability
- Passionate about delivering high‑quality customer and employee experiences
- Continuous improvement mindset, including exposure to methodologies such as Six Sigma
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