Service Delivery Manager

Job Description

We have an exciting opportunity for a Service Delivery Manager to join our growing team.

This role focuses on the operational performance, governance and contractual compliance of external suppliers who support the wider service, including contact centre operations and specialist support partners. You will act as the operational owner for supplier delivery, ensuring services are stable, well‑governed and delivered in line with contractual and operational expectations.

This role is designed for an experienced service management professional who can operate with autonomy and initiative, while working in partnership with the Head of Live Services, supporting the wider delivery of service within the programme of work.

Key responsibilities:

• Build strong working relationships with external suppliers and internal stakeholders to support effective communication, trust and service outcomes.
• Manage day‑to‑day supplier performance, ensuring contractual obligations, SLAs and KPIs are consistently met.
• Hold suppliers to account through structured performance reviews, clear expectations and effective escalation management.
• Oversee operational delivery across contact centre and specialist service partners, ensuring processes, workflows and tooling operate as intended.
• Monitor service performance, case trends and operational risks, driving timely resolution and continuous improvement.
• Ensure supplier access, tooling, configuration and readiness activities are completed and maintained to agreed standards.
• Govern supplier reporting outputs, ensuring accuracy, completeness and timeliness of all operational data.
• Support internal reporting functions and maintain key service dashboards, including the Balanced Scorecard.
• Facilitate service governance forums and provide clear operational insight to senior stakeholders.
• Ensure supplier operations comply with governance, audit, security and regulatory requirements.
• Identify and manage operational risks related to supplier delivery, data integrity and process gaps.
• Drive service optimisation, process standardisation and efficiency improvements across suppliers and internal teams.

Qualifications

• ITIL4 Foundation is desired.
• Strong understanding of ITIL framework and best practices.
• Experience with presenting analysis and visualisations to communicate complex messages.
• Ability to confidently challenge suppliers, enforce contractual commitments, and drive improvements in service performance.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Data analysis skills – Ability to interpret large datasets, identify key insights, and present them clearly using standard office suite, including Word, Excel, and PowerPoint.

Additional Information

Netcompany Academy

Through our Netcompany Academy, we offer a diverse range of courses, seminars and certifications carefully curated to support your development. As you advance in your career, the Academy tailors its offerings to enhance your managerial skills, deepen your understanding of methodologies, hone your leadership abilities, and fine-tune your strategic acumen. 

As you progress through the content, you’ll naturally take on more responsibility and network with your peers.

Benefits include

• 25 days’ holiday
• Private Medical Health care via Vitality
• Pension contribution, Life Assurance
• Professional certifications supported as part of learning and development.
• A range of retail discounts to enhance your lifestyle, encompassing restaurants, supermarkets, travel, leisure activities and health and well-being services.
• Access to our Employee Resource Groups, our groups represent diverse backgrounds and provide a platform for colleagues to connect, learn, and support one another.

Company information

Join Netcompany, where we proudly hold the 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees’ Choice Awards for 2024.

At Netcompany, we pride ourselves on our entrepreneurial spirit and our capacity for doing things differently. Our culture is built on fostering low bureaucracy, emphasizing high agility and promoting flexibility, enabling everyone to contribute their best.

Our journey began in the UK with the acquisition of Hunter Macdonald in 2017. As one of Northern Europe's most accomplished IT companies, we have expanded our headcount globally to 7400+ employees and have offices in UK, Denmark, Norway, Poland, Holland and Vietnam.

Netcompany is committed to providing an inclusive and barrier-free recruitment process for anyone wishing to apply for a job with us.  We operate a Disability Confident Interview Scheme which means that we offer guaranteed interviews to all applicants with a disability who meet the minimum criteria for a role. Applicants are asked to opt in, so please let us know if you wish your application to be considered under this scheme.

If you need any reasonable adjustments or extra support during the recruitment process, please contact us at [email protected].

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