Service Delivery Manager

What success looks like in this role:

We are seeking an experienced and customer-focused Delivery Manager to oversee the successful delivery of services to our clients, ensuring operational excellence, high customer satisfaction, and continuous service improvement. The successful candidate will act as the primary point of contact for clients, manage service performance against agreed objectives, and work closely with internal teams and third-party providers to ensure the effective delivery of services.

This role requires strong stakeholder management, leadership, project management, and problem-solving skills, with the ability to balance customer expectations, operational requirements, and business objectives.

Key Responsibilities

• Independently lead small to mid-sized delivery management projects from initiation through to successful completion.
• Coordinating resources while proactively identifying, assessing, and mitigating risks.
• Own P&L for assigned clients.
• Act as the primary point of contact for clients, building strong relationships and ensuring services are delivered in line with contractual commitments, business requirements, and customer expectations.
• Monitor and oversee team performance, providing guidance, feedback, and support to ensure successful outcomes.
• Serve as a Subject Matter Expert (SME) for designated products, services, or customer environments where required.
• Ensure service quality consistently meets or exceeds agreed service levels and customer expectations.
• Investigate, manage, and resolve issues impacting service delivery, coordinating stakeholders to deliver effective solutions.
• Drive continuous improvement initiatives by identifying opportunities to enhance delivery processes, operational efficiency, and customer outcomes.
• Manage the performance of third-party providers and subcontractors, ensuring deliverables are achieved in accordance with contractual and service obligations.
• Produce and present service reports, performance metrics, and recommendations to customers and senior stakeholders.
• Chair service review meetings and ensure actions are tracked through to completion.
• Support service transition and change initiatives to minimize risk and maximize service stability.

Skills & Experience

Essential

• Proven experience in a Service Delivery Manager, Service Manager, Account Delivery Manager, or similar role.
• Strong  delivery experience within a technology or managed services environment.
• Excellent stakeholder management and customer relationship skills.
• Experience managing service performance against SLAs, KPIs, and contractual obligations.
• Demonstrable experience managing suppliers, vendors, and third-party partners.
• Strong problem-solving, organizational, and decision-making abilities.
• Excellent communication and presentation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong understanding of service management methodologies and best practices.

Desirable

• ITIL Foundation or higher certification.
• Experience working within managed services environments.
• Experience leading service improvement and transformation initiatives.

You will be successful in this role if you have:

Key Competencies

• Customer Focus
• Relationship Management
• Leadership & Team Development
• Commercial Awareness
• Risk Management
• Service Excellence
• Process Improvement
• Communication & Influencing
• Planning & Organization
• Accountability & Ownership

What Success Looks Like

• Consistent achievement of SLA and KPI targets.
• High levels of customer satisfaction and stakeholder engagement.
• Successful delivery of projects within agreed scope, time, and budget.
• Effective management of suppliers and third-party providers.
• Continuous service improvements resulting in enhanced operational performance and customer outcomes.

This is an excellent opportunity for a proactive Service Delivery Manager who is passionate about delivering exceptional customer service, driving operational excellence, and building strong client relationships.

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Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.