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Job Description

Service Delivery Manager

Location Peterborough

Job Type: Permanent, Full Time

Salary: £30,000 – £45,000 (depending on experience)

Reports To: People/Customer Function


Main Purpose of the Job

To be responsible for delivery of managed services to key partners. To project manage the implementation of new initiatives and the ongoing performance and delivery during their lifecycle.


Main Responsibilities

  • To work with Commercial colleagues to interpret requirements and agree managed service delivery
  • To be responsible for client communications relating to managed services
  • Produce reporting packs and meeting minutes for managed programmes of work
  • Provide commentary for client reporting and impact reports
  • Co-ordinate client or partner visits in accordance with services to be delivered
  • Attend client meetings as required in conjunction with Commercial team
  • Ensure governance in place to manage services on behalf of key partners
  • Plan the implementation of new business initiatives
  • Produce accurate reporting and analysis of contract performance for internal and external use
  • To monitor scheme against agreed SLAs and adherence to contractual obligations
  • To successfully deliver schemes within contract terms
  • Plan, prepare and ensure completion of audits and quality compliance
  • Ensure accurate billing and monitor status of billing
  • To provide a professional service to key clients exceeding expectations
  • Build cross-functional relationships ensuring collaborative working across teams


Knowledge, Experience and Competencies


  • Proactively liaises with colleagues on relevant issues
  • Regularly initiates communication with others (internal and external) to ensure business information is shared and everyone is up to date
  • Recognises the wider context in which department is operating


Customer Focus:

  • Understands the underlying needs of the client
  • Adapts schemes as a result of client feedback where appropriate
  • Assists clients in adapting to new ways of working e.g. through technology changes
  • Clearly communicates client requirements to delivery teams


Decision Making:

  • Stands back from the detail to make a balanced, objective decision
  • Evaluates the risks associated with decisions
  • Excellent decision making and problem solving skills


Generating Ideas:

  • Proactively sets up mechanisms to monitor scheme effectiveness
  • Anticipates future business problems and identifies ways to overcome them



  • Uses appropriate methods to analyse data gathered
  • Identifies and summarises the key issues arising from analysed data
  • Presents summarised data in a user friendly format
  • Uses data to make recommendations
  • Analyses and interprets trends in data to monitor performance
  • Highly commercial and numerate


Self Motivation:

  • Maintains ownership of a situation or problem, seeks a solution and follows it through
  • Acts with confidence and credibility
  • Educated to degree level or equivalent
  • Good IT skills including advanced Excel and Powerpoint


Benefits & Rewards

People who work with Charis have the opportunity to excel, innovate, learn and grow and we offer an excellent range of benefits that contributes to employee satisfaction and organisational success.

View our Benefits

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