Job Description

Title

: Service Delivery Manager

Department

: Customer Services

Reports To

: Director of Customer Services

Direct Reports:

Regional Customer Service Teams

Location:

Long Crendon (Hybrid - On-site 3-4 days per week)

Job Purpose

The Service Delivery Manager oversees customer service operations across Europe, India, and APAC, ensuring operational excellence and a consistently positive customer experience. This role manages day-to-day service delivery, ensures alignment with global service standards, drives continuous improvement, and fosters a proactive, high-performance culture, both internally and with customers.

The position combines strategic leadership with a hands-on approach, leveraging data, communication, and teamwork to enhance service quality, responsiveness, and customer satisfaction across the regions.

Key Responsibilities

Leadership and Team Management

Lead, motivate, and inspire European, India, and APAC Customer Service teams to deliver exceptional service and meet defined performance targets. Foster a culture of accountability, teamwork, and continuous improvement. Provide coaching, mentoring, and career development support to team leaders and staff. Promote strong internal communication and alignment with global service counterparts to maintain consistency and share best practices.

Service Operations and Performance

Oversee daily operations to ensure timely responses, order accuracy, and adherence to SLAs and OLAs. Monitor key service metrics (e.g., OTIF, first-touch resolution, CSAT, utilization) and implement improvement plans based on data insights. Analyze data to identify performance trends and implement improvements that enhance customer experience and efficiency. Provide regular service performance reports and communicate insights to senior management and key stakeholders. Collaborate with Finance to ensure billing accuracy, contract compliance, and data integrity across systems. Use forecasting and workforce management tools to balance demand and resource allocation. Coordinate closely with Sales, Operations, and Logistics to align service delivery with business priorities and customer expectations. Ensure accurate pricing, order, and contract data within systems such as Sage X3.

Customer Experience and Continuous Improvement

Serve as the regional escalation point for service issues, ensuring timely, and professional resolution back to the customer.
oLead initiatives to improve service culture, reinforcing accountability, empathy, and communication excellence.

Drive proactive problem-solving and root cause analysis to prevent recurring service issues. Identify and implement process enhancements to improve efficiency, accuracy, and scalability. Collect and apply stakeholder feedback to refine workflows, reporting tools, and service standards. Partner with Product, Supply Chain, and Commercial teams to ensure seamless customer support and operational readiness.

Training and Knowledge Management

Develop and maintain comprehensive training programs for onboarding, communication, customer experience, and skill enhancement. Oversee the Service Knowledge Management System (SKMS) to ensure content accuracy, relevance, and accessibility. Collaborate with global counterparts to standardize training materials and service documentation.

Problem and Incident Management

Lead the regional problem management process, from issue identification to resolution and prevention. Work with Product and Technology teams to manage software-related incidents, testing, and release readiness. Provide analytical insights to improve digital tools and customer experiences.

Key Performance Indicators

Achievement of SLAs and customer satisfaction targets. Efficiency and accuracy of service operations (OTIF, FTR, utilization). Timeliness and quality of issue resolution. Engagement and development of team members. Accuracy and timeliness of reporting and documentation. Compliance with corporate and regulatory standards.

Requirements

Experience and Qualifications

7 + years of customer service or service delivery experience, including 5+ years in a leadership role. Experience in manufacturing, logistics, or technology environments preferred. Proficiency in ERP/CRM systems (e.g., Sage X3, Zendesk) and Microsoft Office. Bachelor's degree or equivalent experience.

Skills and Competencies

Inspirational, hands-on leader who motivates through presence, energy, and example. Excellent communication, analytical, and problem-solving abilities. Organized and detail-oriented, with the ability to manage multiple priorities. Proficient in Microsoft Office 365 and data analysis tools. Resilient, adaptable, and able to perform under pressure. Fluent in English; additional European languages (French, German, Spanish, Dutch) are a plus.

Behavioural Attributes

Positive, approachable, and present leader who inspires confidence and engagement. Proactive and results-driven, with a focus on continuous improvement. Collaborative and customer-oriented mindset. Positive, professional, and composed in high-pressure situations.

Other Requirements

Based primarily at the Long Crendon office 3-4 days per week. Full, clean driving license. Willingness to travel as required.
Job Types: Full-time, Permanent

Work Location: Hybrid remote in Bucks, HP18 9BF