Job Description

Future Shapers. Experience Makers.

The Role:

Step into a pivotal role at ArvatoConnect as a

Service Delivery Manager

, where you'll drive operational excellence, ensure seamless service delivery, and lead high-performing teams to success.



In this role, you'll oversee service delivery operations, ensuring tasks are completed efficiently and SLAs are met, all while driving commercial performance. You'll manage and mentor teams, optimise processes, and use data-driven insights to enhance service quality. Collaborating with key stakeholders, you'll play a crucial role in client management, performance reporting, and continuous improvement.



If you're a strategic thinker and a confident leader with a passion for service excellence, this is the perfect opportunity for you!

Key Responsibilities:

Lead, mentor, and manage service delivery teams, ensuring efficient workload distribution and high-performance output. Oversee daily tasks, optimise workflows, and ensure all SLAs and KPIs are consistently met. Act as the primary point of contact for resource and delivery for clients, ensuring contractual obligations are delivered while driving commercial success. Utilise reporting tools and analytics to monitor performance, identify opportunities, and drive continuous improvement. Implement and enhance workforce management tools and reporting systems to increase efficiency. Develop contingency plans, manage escalations, and maintain quality control measures to ensure exceptional service delivery. Leading sizing exercises for new opportunities with an innovative lens and strategic mindset, challenging conventional approaches to unlock smarter, more efficient service delivery solutions.

Skills and Experience:

Proven experience in service delivery management, with a strong track record of leading and developing high-performing teams. Strong data analysis skills, with the ability to interpret insights and drive commercial performance. Excellent stakeholder management and influencing skills to drive effective collaboration across teams. Proficiency in Microsoft Excel, including advanced functions and data analysis. Experience with Workforce Management (WFM) systems such as NICE or similar software. Familiarity with reporting and analytics tools like Power BI or Tableau is advantageous. A leadership style that focuses on coaching, empowerment, and continuous improvement. Ability to prioritise workload effectively and identify potential risks or challenges. Strong understanding of commercial agreements and their impact on business operations.

Minimum Criteria:

Previous experience in a management or leadership role within service delivery. Hands-on experience with Workforce Planning (WFP) systems.

Benefits Include:

Discretionary Annual Bonus -

recognising and rewarding your individual contribution to the company's success.

Generous Holiday Entitlement

- 25 days annual leave plus 8 bank holidays, with the option to purchase an additional 5 days.

Pension Scheme

- 4% employee contribution matched by the company.

Life Insurance

- coverage of 4x your basic salary, offering peace of mind for you and your loved ones.

24/7 Health and Wellbeing Support

- access to a virtual GP, mental health services, fitness programmes, and more through our WeCare platform.

Exclusive Discounts and Offers

- enjoy savings with leading brands via our MyRewards programme, including retailers such as Apple, John Lewis, and M&S.

Diversity & Inclusion Statement:

It's our differences that make our organisation stronger, and we work to ensure that all our colleagues' voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.