Service Delivery Manager

Purpose of the Role

The Service Delivery Manager is responsible for the effective management of the company’s key and national accounts. This includes overseeing service delivery, maintaining strong client relationships, and leading a team of Key Account Administrators to ensure performance against agreed KPIs. The role also manages the day‑to‑day operation of the call centre, ensuring customer enquiries are responded to promptly and effectively, and are converted into work for the franchise network or corporate locations where appropriate.

Key Responsibilities

Leadership & Account Management

• Line manage and support the Key Account Administration team.
• Maintain strong and effective communication with a portfolio of Key Accounts.
• Take ownership of national and key account contracts, ensuring work allocation, management, and delivery meet agreed KPIs.
• Manage escalations, complaints, and service issues, ensuri...