Service Delivery Manager

The Harvard Group Limited
Bristol, UK
16 Sep 2019
22 Sep 2019
Contract Type
Full Time
Service Delivery ManagerBased: Bristol
Salary - £35-45k Dependent Upon Experience

Job Purpose

Responsible for ensuring that support services are planned and delivered in line with business objectives, budgets and agreed contractual obligations and expectations, with the intention of creating a positive, collaborative customer journey from bid to service delivery execution. To be the primary business contact for assigned clients and be responsible for their satisfaction. To lead teams of support delivery staff.

Key Responsibilities
  • Take responsibility for planning and delivering allocated support services in order to meet or exceed both contractual obligations and internal profit and/or margin targets.
  • Produce regular service reports; schedule and lead regular support service reviews with Stakeholders.
  • Control the finances of allocated support services and accurately contribute to the function's financial (P&L) reporting.
  • Ensure that documentation is maintained and that knowledge is recorded and shared.
  • Maintain knowledge of current client status, including working with the project delivery and account management teams.
  • Facilitate communication between the client and technical team, providing strong representation for both.
  • Work collaboratively with clients and internally to ensure that realistic expectations are set and achieved.
  • Liaise with the commercial team to help identify and develop new opportunities, ensuring that they are deliverable and fully costed.
  • Identify potential improvements to the support function and contribute to its Continual Service Improvement (CSI).


- University education or equivalent industry experience
- Minimum of 3 years management experience working in either support function or software delivery
- Proven commercial experience and awareness
- Demonstrable experience of team financial management and reporting
- Demonstrable experience of managing SLAs and related analyses of performance
- Experience of working with teams

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