Service Delivery Manager

Edinburgh, United Kingdom

LOCATION: Livingston or London


The role of the Service Delivery Manager is to maintain and enhance the service management experience for our key customers through process and service development. You will nurture existing service engagements to ensure a positive customer experience and develop new processes, services and initiatives into new service engagements, as well as maintain and develop UK recurring revenues.

Key result areas will be ensuring client satisfaction & retention and creating new service revenue opportunities from both new and existing customers, as well as assisting in Kinly’s Service Strategy & Design, and Service Introduction for new clients.


  • Provide a primary point of contact and escalation for key customers, ensuring they receive a prompt and cohesive service experience from across the Kinly Group.
  • Provide governance on key service contracts to ensure the operational mechanisms are established according to best practice (ITIL) in order successfully fulfill the service in a credible, efficient and profitable manner
  • Work with specified members of the Service Operations department to enhance and develop the existing processes to improve the customer experience, and ensure that the service engagement meets the expectations of the market
  • Ensure the appropriate service continuity plans and processes are in place to deliver the agreed service levels for key customers
  • Establish positive ongoing relationships with key stakeholders in the key client accounts
  • Work with other specified members of the Service Operations department to develop and improve the service analytics and service review reporting in the context of customer expectations and feedback
  • Assist in the development of new services into new and existing client engagement.


  • Excellent customer service skills
  • Capable of good communication skills both verbal and written
  • Ability to prioritise and work under pressure
  • Be competent to a high level of computer literacy
  • Able to work to the highest quality standards with good attention to detail

Date Posted

11 February 2020

Closing Date

29 May 2020

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