Service Delivery Manager

Location - Fully Remote (Must be UK based)

About the Role

My client is looking for an experienced and proactive Service Delivery Manager to join their team and take ownership of delivering exceptional service to their clients. This role is ideal for someone with a strong background in service management within an eCommerce environment, particularly with Shopify expertise.

The successful candidate will be responsible for ensuring services are delivered on time, within budget, and to a high standard, while fostering strong client relationships. You'll work closely with internal teams, manage escalations, and play a key role in driving continuous service improvements.

• Service Delivery Management: Oversee and ensure services are delivered in line with agreed SLAs and client expectations.
• Client Relationship Management: Build trusted relationships with key client stakeholders to understand their needs and enhance service delivery.
• Performance Monitoring: Track and report on service delivery metrics, including SLA adherence, service quality, and client satisfaction.
• Incident & Problem Management: Lead the resolution of incidents, ensuring quick escalations and clear communication both internally and externally.
• Team Leadership: Support, guide, and mentor service teams to maintain high performance levels.
• Continuous Improvement: Identify areas for operational enhancement, driving ongoing improvements in service quality and delivery processes.
• Reporting & Communication: Provide regular service performance updates to both clients and internal leadership.
• Risk Management: Identify and mitigate potential service delivery risks such as resource gaps or delivery delays.
• Service Transition: Work alongside project managers to ensure new services are seamlessly transitioned into live operations, with full knowledge transfer to service desk teams.

• Strong analytical skills - able to gather and interpret data to support decision-making.
• Excellent time management and ability to manage multiple priorities.
• Strong organisational skills - able to coordinate complex processes and resources effectively.
• Influential leadership - able to motivate and drive performance from teams both with and without direct authority.
• Adaptability - comfortable working in fast-changing environments with evolving client needs.
• Exceptional written and verbal communication skills - able to tailor communication to different audiences effectively.

• Previous experience in a Service Delivery Manager role, ideally within an eCommerce or digital agency setting.
• Proven experience working with Shopify (essential).
• ITIL certification or equivalent service management framework knowledge.
• Experience working in Agile environments.
• Background in client-facing roles, with strong customer success focus.
• Rates depend on experience and client requirements