Service Delivery Specialist

LMG has been at the forefront of innovation within the built environment since 1986.

We deliver integrated smart building technology projects and support services which provide sustainable long-term growth and profitability, as well as diverse range of career opportunities; enabling both our people and our clients' businesses to flourish, whilst setting a new standard for what is possible in the built environment.

As experts in smart building technology, we want to inspire new ways of thinking, deliver excellence and establish new models for doing business – with people, partners and customers – built on trust and shared values, rather than transactional relationships.

Alongside actively working to support the raising of standards in training and professional qualifications, we invest heavily in the development of our people. We give them access to continuous learning opportunities, leading to the freedom of working autonomously and making their own informed decisions, whilst benefiting from a supportive and collaborative working environment.

Based within the Maintenance & Support department, the Service Delivery Specialist acts as the central link between clients, service delivery teams, and the wider LMG organisation. The role is responsible for ensuring clients realise maximum value from LMG's Maintenance & Support offering, from digital commissioning during project installation through to ongoing live operational support.

Combining proactive client engagement with effective service coordination, performance management, and governance, the Service Delivery Specialist works closely with the Head of Digital Service & Customer Excellence, Engineering, Service Desk, Project, and Operational teams to ensure seamless collaboration and consistently high standards of service delivery. The role is pivotal in maintaining clear communication, aligning internal teams around client needs, and delivering a positive, consistent client experience.

Using data, customer insight, and operational oversight, the Service Delivery Specialist identifies opportunities to improve processes, increase product and service adoption, enhance service performance, and strengthen client relationships and retention. The role combines a customer-first mindset with a strong focus on continuous improvement, helping LMG deliver reliable, measurable, and sustainable value throughout the client lifecycle.

• Oversee service requests, incidents, and escalations received through the Service Desk, ensuring effective triage, prioritisation, and resolution in line with agreed Service Level Agreements (SLAs) and client expectations.
• Act as an escalation point for complex or high-priority issues, ensuring clear communication, effective coordination, and clear ownership through to resolution, while maintaining strong, trust-based client relationships.
• Support the implementation and ongoing management of service governance frameworks, ensuring adherence to agreed processes, reporting requirements, service levels, and contractual obligations.
• Work closely with Service Desk, Engineering, Project, and Operational teams to coordinate resources effectively and maintain consistently high standards of service delivery.
• Maximise Service Engineer utilisation in line with agreed targets, ensuring resources are effectively planned and aligned with client and business requirements.
• Track and support the management of client contract renewals, including renewal timelines and associated invoicing cycles, ensuring key actions are completed in a timely manner.
• Coordinate and monitor third-party support agreements (SSAs), including contract and license renewals, ensuring continuity of service and…