Service Delivery Specialist

Location: Swansea (1x day per week in office)

on We7re looking for a Service Delivery Manager to act as the key point of contact for assigned customers, ensuring we deliver against contractual commitments while identifying opportunities for service and revenue enhanceme nt.This is a customer-facing and internally collaborative role, where you7ll be responsible for managing customer relationships throughout the service lifecycle—delivering clear communication, maintaining accountability, and driving satisfaction across all touchpoin ts.

Key Responsibilities

• itiesOwn the customer contract and service obligations, identifying risks or gaps and implementing mitigation strate
• gies.Plan, lead, and document structured Service Review Meetings with key stakehol
• ders.Deliver comprehensive Service Management Reports and lead ongoing improvement p
• lans.Act as the escalation point for internal and external customer service conc
• erns.Partner with Account Management to align on strategic goals and drive new opportuni
• ties.Review customer P&Ls to ensure contract profitability and efficiency in service deli
• very.Monitor and report on KPIs, SLAs, and service performance to meet customer expectat
• ions.Provide detailed business reporting and forecasting to internal and external stakehol
• ders.Support broader service initiatives and collaborate across departments to improve customer experi

Experience & Qualifi

• cationsITIL V4 Foundation (essential); additional ITIL modules are
• a plus2+ years of experience in a customer-facing service manageme
• nt roleBackground in IT, Managed Services, or Telecoms i
• ndustryExperience managing multiple customers/a
• ccountsProficient in Microsoft Office appli
• cationsExperience working with P&L and understanding commercial
• impactsFamiliarity with ServiceNow or similar ITSM pl

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