Customer Delivery Manager

Location: UK - Sheffield | Job-ID: 218528 | Contract type: Standard | Business Unit: Customer Success & Service Delivery

Life on the team

Our Delivery Leadership team is the central point of contact for customers into Group Delivery, ensuring high-quality service and a consistently strong customer experience.

You’ll join a supportive and collaborative team, working on a complex and very high-profile account. This is a fast-paced environment where service performance and customer outcomes really matter, with clear opportunities to develop and progress your career.

What you’ll do

As a Customer Delivery Manager, you’ll be responsible for delivering services into one of our large and complex customer accounts.

You’ll take ownership of service performance, ensuring delivery meets contractual, financial and customer satisfaction targets. Working within a matrix model, you’ll coordinate and influence delivery teams and partners to maintain quality, manage risk and drive continual improvement.

On a day to day basis this looks like:

• Take ownership of key ITIL processes including Problem, Change, Knowledge Management and Customer Satisfaction (NPS).
• Use data and insight to identify trends, risks and improvement opportunities.
• Act as a key point of contact for customer stakeholders, ensuring we remain responsive and deliver measurable value.
• Work with globally distributed teams service teams.
• Lead through influence in a matrix environment, taking accountability for outcomes.

What you’ll need

Experience:

• Experience in IT service management or operational leadership, such as service desk, team leader or similar roles.
• Experience managing performance, stakeholders or service delivery environments.

Skills and behaviours:

• A strong governance mindset with the ability to oversee and improve services through others.
• Strong analytical and problem-solving skills.
• Ability to work independently, manage priorities and take ownership of outcomes.
• Confident stakeholder engagement and influencing skills.
• Resilient and comfortable working in a fast-paced, high-demand environment.

Desirable:

• ITIL knowledge or certification.
• Experience with ServiceNow or similar ITSM tools.
• Experience working in large or complex service environments.

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

We’re a place where you can belong

With over 21,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

You’ll see this reflected in our recruitment process too. We aim to provide fair access to opportunities and an inclusive, barrier‑free experience. All that matters to us is that you share our vision and values, and bring the skills and experience we need.

As a Disability Confident Committed employer, we offer a guaranteed interview scheme. If you opt in and meet the minimum criteria for the role, you’ll be guaranteed an interview, and we’re happy to support any reasonable adjustments.  Please let us know when you apply.

If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!