Service Delivery Manager

Waracle are looking for a Service Delivery Manager for an exciting new role joining our world-class digital technology consultancy and home to a diverse, smart, curious and ambitious community of specialists in technology-driven transformation.

We work with ambitious clients to help them solve their biggest business and customer challenges. We help our clients to innovate and create intelligent digital products and services. We thrive on complex challenges and deliver business-critical IT transformation projects, moving seamlessly from strategy, design and delivery to operations.

This is a Hybrid role working from any of our Scottish offices 2 days a week 

We're seeking a proactive and commercially astute Service & Delivery Manager to join our Managed Services team. This pivotal role involves being the key liaison for a portfolio of clients, ensuring their ongoing digital product and service needs are met with exceptional service and clear value.

You'll operate at the intersection of client relationship management and operational delivery, focusing on the commercial health and strategic growth of your accounts. You'll be instrumental in ensuring our multidisciplinary teams consistently deliver predictable, high-quality outcomes, maintaining strong client partnerships while navigating the complexities of digital service delivery.

What You'll Do: Key Responsibilities

As a Client Service & Delivery Manager, you will:

• Forge Client Partnerships: Serve as the primary point of contact for Managed Services clients, proactively building strong relationships, managing expectations, and clearly demonstrating the value of our retainers and SLAs.

• Oversee Service Delivery: Apply expertise in service delivery methodologies to coordinate workflows, plan resources, and manage support hierarchies (1st/2nd/3rd line), tracking SLAs/KPIs and forecasting team utilisation for seamless operations.

• Manage Agile Retainers: Lead planning cycles for quarterly sprint activity in agile, retainer-based models, facilitating prioritisation with client Product Owners and Technical Leads to align delivery with strategic objectives.

• Enable Delivery Squads: Manage multidisciplinary delivery squads, ensuring comprehensive client coverage, optimal team utilisation, predictable delivery, and coordinating resource allocation.

• Drive Commercial Growth: Identify cross-sell/upsell opportunities, shape new work proposals and retainers, forecast demand, manage service renewals, and present performance reports.

• Demonstrate Technical Fluency (Non-hands-on): Understand modern web/mobile technology stacks, CI/CD pipelines, hosting environments, and performance metrics, appreciating technical delivery nuances without hands-on coding.

• Apply Agile & Operational Discipline: Effectively apply agile principles within live support contexts, utilising tools like Jira, Jira Service Management (JSM), and Azure DevOps to maintain quality standards and manage escalation paths.

• Navigate Complexity with Resilience: Thrive in fast-paced, ambiguous environments, adeptly managing context-switching and calmly handling client or operational escalations.

What You'll Bring: Skills & Qualifications

• Proven Experience: In a client-facing delivery or account management role within a digital agency, consultancy, or IT services environment.

• Digital Product Acumen: A strong understanding of digital product delivery, particularly within web and mobile applications.

• Client Management: Demonstrated experience managing multiple client accounts and fostering strong, productive relationships.

• Agile Retainer Expertise: Familiarity and experience with agile, retainer-based delivery models.

• Commercial Mindset: Strong commercial acumen, with a track record of identifying growth opportunities and managing service renewals.

• Technical Context: An appreciation for technical concepts and delivery processes.

• Interpersonal Skills: Excellent communication, negotiation, and interpersonal skills.

• Tool Familiarity: Desirable familiarity with Jira, Confluence, and Azure DevOps.

The recruitment process you can expect for this role is an initial call with your dedicated Talent Acquisition Partner who will chat with you about Waracle, what you are looking for in a new position, the salary for the role, notice period and benefits (the important stuff!).

After that, you'll be invited to a two-stage interview process where you have an opportunity to find out more about the role and showcase your skills and experience. Your Talent Acquisition Partner will guide you through the whole process to your first day with us.

Our Benefits

We believe in supporting our team, inside and outside of work. Here's a glimpse of what you can expect:

• Rest & Recharge: You'll receive 27 days of annual leave, plus 8 bank holidays, totaling 35 days of holiday to unwind and pursue your passions.

• Financial Future & Security: Plan for retirement with our company-matched 5% pension contribution. For added peace of mind, we also offer a Death in Service benefit, providing 2 x your annual salary for your loved ones.

• Health & Wellness: Our Medicash Health Cash Plans help cover everyday healthcare costs, complemented by an Employee Assistance Programme for confidential support, and Group Sickness Cover for peace of mind.

• Flexible Working: We champion hybrid working, providing a home office setup budget to ensure you're comfortable and productive wherever you are.

• Learning & Development: Invest in yourself with access to Udemy Business and a dedicated learning and development budget for continuous growth.

• Lifestyle Perks: Make the most of our Cycle to Work Scheme, and enjoy exclusive gym and retail discounts.

• Family First: Our enhanced parental leave policies include support for fertility journeys, recognising diverse family needs.

• Community & Connection: We foster a vibrant culture with regular fun meet-ups and lunch on us in the office once a month. You'll also have the opportunity to make a local impact through Spirit of Waracle, our initiative for getting involved in charitable causes locally, building strong team bonds and giving back.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, gender, disability, religion/belief, sexual orientation or age.