Service Delivery Manager

Service Delivery Manager

Location:

UK based in Bristol, Manchester, Glasgow, or Bangor (hybrid/WFH considered).

Contract:

Permanent & Full time. Salary:
Dependent on experience.

We are seeking a Service Delivery Manager to lead a key luxury retail client account across multiple geographies. This client‑facing role requires a commercially aware, strategic thinker capable of driving operational excellence and delivering against performance targets.

• 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.

• 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.

• 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.