Senior Service Delivery Manager Full Time

📍 UK | Service Delivery Manager (Recruitment Services) | Hybrid

Are you a relationship-led service delivery professional who thrives on partnering with customers to achieve meaningful outcomes—not just deliverables?

We’re looking for a Service Delivery Manager to lead strategic customer engagements across our Project Services (SoW) offering within a recruitment environment—ensuring high-quality, consistent service delivery that drives long-term value.

🚀 The Role

In this role, you’ll act as a trusted partner to customers, shaping how services are defined, governed, and delivered. Taking a consultative, hands-on approach, you’ll work closely with clients to understand project requirements, define scope, and ensure delivery aligns to agreed outcomes.

You’ll be embedded in a recruitment business with a Project Services / Statement of Work (SoW) offering, playing a key role in bridging client needs with structured, outcome-based delivery.

🔑 What You’ll Be Responsible For

• Owning end-to-end service delivery across key customer engagements
• Acting as a senior escalation point for service reviews, risks, and issues
• Leading client discovery sessions to understand project requirements and shape delivery approaches
• Defining clear deliverables, milestones, and acceptance criteria for project-based work
• Partnering with customers to agree service levels, success measures, and outcomes
• Providing input into Statements of Work (SoWs), proposals, and delivery plans
• Monitoring delivery against agreed scope, with ongoing tracking, reporting, and governance
• Collaborating with Sales, Customer Success, PMO, Finance, and Commercial teams to ensure seamless, joined-up delivery
• Driving continuous improvement in service quality and customer experience

✅ What We’re Looking For

• Experience in a customer-facing service delivery, consulting, or client partnership role
• Background working within a recruitment/staffing organisation with a Project Services or SoW offering
• Strong understanding of SoW-based delivery models and outcome-based services
• Proven ability to run discovery sessions and translate client needs into structured delivery plans
• Experience defining deliverables, scope, and acceptance criteria for project work
• Comfortable managing ongoing performance tracking and reporting against agreed scope
• Strong stakeholder management skills, with the ability to influence at a senior level
• Ability to balance structure with flexibility in fast-paced, client-driven environments

⚠️ Note: This is a Recruitment Service Delivery role (staffing solutions and project-based recruitment services), not an IT Service Delivery position.

🎁 What You’ll Receive

• Flexible hybrid working (London, Manchester, Birmingham, Leeds)
• Competitive pension contribution
• Private healthcare and wellbeing support
• Generous annual leave
• Opportunity to shape and mature a growing Project Services / SoW offering
• Clear career progression within a global organisation

🌟 Why Join?

This is an opportunity to go beyond process and truly add value through partnership—leading discovery, shaping delivery, and ensuring recruitment-led project services are delivered with clarity, structure, and measurable outcomes.