Service Delivery Manager

We are seeking an experienced and motivated Service Delivery Manager to join our growing team at our Exeter Head Office. This is a management role responsible for the effective day-to-day management of our Service Delivery department. You will lead, coach, and support the team, ensuring exceptional service delivery performance, customer satisfaction, and team engagement across all touchpoints. 

Working closely with internal stakeholders and reporting to the Head of Client Services, you will play a central role in driving operational excellence, maintaining high-quality standards, and delivering continuous improvement across the department. 

Key Responsibilities:

• Lead, support, and develop two Team Leaders responsible for overseeing front-line service delivery. 

• Facilitate regular 1:1s, performance reviews, and team meetings to ensure consistent alignment with company objectives. 

• Foster a collaborative, positive, and high-performance team culture, rooted in accountability and proactive support. 

• Oversee daily service operations to ensure client needs are met efficiently, accurately, and within agreed SLAs. 

• Monitor team performance against KPIs and quality benchmarks; take corrective action where needed. 

• Drive continuous improvement in service processes, identifying opportunities for efficiency, automation, and enhanced customer experience. 

• Act as an escalation point for high-priority issues, ensuring timely and effective resolution. 

• Collaborate with cross-functional teams (IT, Product, Sales, Marketing) to ensure service delivery alignment and smooth handovers. 

• Analyse service metrics and provide regular performance insights and reports to senior management. 

• Work alongside the Head of Client Services to identify areas where digital content or resources can reduce recurring support issues. 

• Minimum 5 years’ experience in a Service Delivery Management or similar operational leadership role. 

• At least 2 years’ experience managing Team Leaders or senior team members in both on-site and remote environments. 

• Proven track record of improving support operations, processes, and customer experience. 

• Strong working knowledge of support platforms such as Freshdesk or Zendesk (essential). 

• Familiarity with project and task management tools such as Jira, Atlassian, or Trello (desirable). 

• Exceptional organisational and communication skills, with a natural ability to inspire, lead, and motivate teams. 

• A calm, confident approach to handling high workloads, competing priorities, and tight deadlines. 

• A strong commitment to delivering outstanding customer service and a passion for building long-term client relationships. 

• Experience with SQL would be desirable

• Solid understanding of ITIL / IT Service Management principles

• Strong client-facing communication skills

• Able to translate technical issues into business language

• Producing service reports, dashboards, and updates

We offer support from 08:00 to 20:00, 7 days per week. Shifts will be a mix of mornings, lates and weekends, working 37.5 hours per week. This will be a hybrid of office and remote working. Core hours are office-based, evenings and weekends are remote.