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Service Delivery Manager
Ref No.: 19-02068
Location: Lisbon

Job Title: Service Delivery Manager

Location- Lisbon, Portugal

Duration: Fulltime Permanent



  • Service Delivery Manager (at level 1 of the SDM community) Manages the service delivery to one or more multi-Country client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.


Service Delivery Manager is focused on:
Delivering service that meets SLA and ensures customer satisfaction (KPI:  SLA achieved & high customer satisfaction)
Developing strong relationships both external and internal. (KPI:  Strong network in place & relationship management skill are evident)
Remote Service Delivery Manager is responsible for supporting CADM and/or Level 2 SDM in managing sales cycles and same account growth initiatives.

  • Remote Service Delivery Manager is responsible for supporting CADM and Level 2 SDM, developing account plans and service strategies with customers so as to drive enhanced margin and P&L performance
  • Achieving productivity improvements (KPI:  Value for customer, enhanced margin and P&L performance)
    Growing the business (KPI: Further profitable service revenue and increased GP against targets) on financial performance of their assigned contracts.



• The role holder owns the delivery of service for one or more customers.
• The role has some limited people management responsibilities, often across multiple sites and including in a matrixed, virtual team environment.

Main Responsibility:-


  • Accountable for managing service delivery for one or more client accounts - often across multiple sites and countries.
  • Consistent and measured delivery of service to contracted SLA.
  • RSDM is accountable for robust contract P&L management on line with agreed Business Case and Financial Plans targets. RSDM understand P&L mechanics and manage internal and external contributors.
  • Provides support to new business opportunities. Takes an active supporting role in bids and supports the transition and implementation of new business (including new service offers).
  • Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base
  • In conjunction with the CADM or SDM Level 2, ensures resources, capabilities and capacity to meet both existing and new business demand.
  • Ensures processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance.
  • Ensures timely and accurate escalation of client service problems and incidents to within appropriate timescales.
  • Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
  • Constantly improves the quality and inter-working of the whole virtual service team, including other client partners and suppliers.
  • Ensures the client contractual targets and measurements are supported by back-to-back supplier commitments. 
  • Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution.
  • Motivates other service delivery employees.
  • Support in identifying same account growth opportunities to be converted into sales prospects.
  • Works directly with SDM L2 or CADM to create the contracts Account Business Plan for the year. Supports review and on-going input.



Education :-

  • Minimum: Bachelor's Degree


Professional certification :-


  • Preferred Relevant professional qualifications (e.g. ITIL, Lean Six Sigma, PMI)


Skills required:-


  • Experience of having successfully operated at prime customer contact level
  • Service delivery coordination experience having lead high quality service delivery to customer(s)
  • Familiar with P&L management and contractual budget
  • Experience of having designed and implemented productivity as well as customer satisfaction improvements.
  • Strong IT industry knowledge. Technical background a bonus with specific focus on the delivery of managed services.
  • Experience working in a virtual environment.
  • Strong presentation skills with experience of presenting to senior customer representatives.
  • Proven experience of /supplier management
  • Minimum Demonstrated ability to work collaboratively - within a matrix management environment
  • Minimum Experienced in integrating customer and operational requirements into supplier relationships, including delivery partnerships
  • Minimum Relevant language skills
  • English proficiency
  • European languages and advantage