Hybrid Service Delivery Manager

at Gentrack Ltd (Global)

• Job title: Service Delivery Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: RPA
• Location requirements: Hybrid, London, United Kingdom

About the role

• Service Delivery Manager managing a portfolio of Managed Services customers at Gentrack. Leading teams to drive customer satisfaction and operational excellence in a hybrid work environment.

Responsibilities

• Own and manage a portfolio of Managed Services customers, acting as the primary relationship and escalation point
• Lead Monthly and Quarterly Business Reviews (MBRs/QBRs) for the Managed Service segment
• Manage customer governance, ensuring reporting is produced accurately and to agreed timescales
• Communicate and align with key customer stakeholders to ensure service adds measurable value to their businesses
• Proactively identify opportunities to drive more value from the technology stack, presenting recommendations where appropriate
• Own customer revenue targets and ensure delivery against budget
• Drive customer satisfaction metrics across all Managed Service interactions
• Collaborate with CBE’s & CSM’s to ensure a joined-up customer experience
• Accountable for forecasting, planning, execution, monitoring, and risk management across the customer portfolio
• Consistently meet or exceed SLA targets within agreed scope, quality, timeframe, and budget
• Predict and mitigate risks (quality, timeline, budget) to ensure predictable, high-quality delivery
• Drive efficiency and automation across team processes, including RPA and engineering-led solutions
• Serve as a subject matter authority on business systems and processes, leading the team through complex or high-Deliver assigned projects and big rocks within agreed timeframes
• Ensure customer output targets are met monthly
• Attract, develop, and retain talent to build and maintain effective teams
• Ensure all direct reports have clear objectives set in the system
• Provide regular, timely feedback and conduct meaningful performance conversations
• Coach individuals to support growth and career progression
• Promote a culture of continuous improvement in team processes and practices
• Build collaborative relationships across the business — particularly with Engineering and Customer Success

Requirements

• Customer-first mindset — You put the customer at the centre of everything you do, building trusted relationships with senior stakeholders and taking ownership of their experience end to end
• Commercially aware — You understand that great service and revenue growth go hand in hand, and you take personal accountability for hitting customer revenue targets
• Natural leader — You get energy from developing people. You coach, give honest feedback, and create an environment where your team can thrive and exceed their KPIs
• Operationally rigorous —You're comfortable owning forecasts, managing risks, and holding yourself and others to delivery commitments
• Strong communicator — You can adapt your style whether you're in a QBR with a customer's C-suite or giving feedback to a team member, and you know when to escalate and when to resolve
• Data-driven decision maker — You use data to spot problems early, track performance, and make confident calls rather than waiting for issues to surface
• Collaborative by nature — You build strong relationships across engineering, customer success, and wider business teams to get things done without friction
• Ownership mentality — You don't wait to be told. You take initiative, drive priorities on your customer portfolio, and see problems through to resolution.

Benefits

• Personal growth – in leadership, commercial acumen, and technical excellence.
• To be part of a global, winning high growth organisation – with a career path to match.
• A vibrant, culture full of people passionate about transformation and making a difference -with a one team, collaborative ethos.
• A competitive reward package that truly awards our top talent.
• A chance to make a true impact on society and the planet.