Service Delivery Manager

- Lead, support and develop a team - Keep day-to-day operations running smoothly and meeting targets - Coach the team, give regular feedback and manage performance - Act as a key point of contact for the client and manage expectations and escalations - Keep an eye on performance, spot risks early and improve how things are done - Plan coverage and resourcing to match demand - Report regularly on how the team and service are performing - Work with internal teams to remove blockers and raise the bar on delivery - Solid experience managing people and operational processes. - A good grasp of performance metrics, targets and service standards - Confident managing client or stakeholder relationships - Strong problem-solving and a calm, organised approach to escalations - Comfortable with common operational and ticketing tools - Excellent written and spoken English - Strong leadership and people-development skills - Happy working in a fast-paced, changing environment