Service Delivery Manager Position Title: Service Delivery Manager Location: Knutsford Reports To: VP of Channel Sales Employment Type: Full-Time Introduction Custodia was founded in 2017 and is based in the United Kingdom with presence directly and through partners in the US, Europe, and Asia. The company initially established its’ reputation as a provider of professional services and outsourced program management to global financial institutions managing the governance and regulatory compliance programs for communications in their capital markets lines of business. The success and experience in these engagements over time led to the development and launch of Compliance Cloud One (CC1). CC1 is a regulated data management software as a service that captures, centralizes, normalizes, reconciles, and archives any type of structured or unstructured data (e.g., communications, business intelligence, social media), helping companies with digital transformation of their data estate, manage regulatory risk and ensure compliance while enabling them to leverage their data to enhance operational efficiency, decision-making and business growth. As a cloud data service, in addition to our position in governance, risk and compliance (GRC), CC1 has use cases for some of the most exciting areas of tech including big data, machine-learning (ML), artificial intelligence (AI), and the Internet of Everything (IoT). Custodia is a high-growth technology company with an energetic culture, and exciting, fast-paced work environment. We are partnering with some of the world’s leading companies to deliver CC1 to global enterprises in finance, energy, healthcare, transportation, and other industries that deal with regulated data. Job Overview As a Service Delivery Manager (SDM) in a SaaS environment, you will be responsible for ensuring that our software solutions are delivered effectively and efficiently to clients, meeting all service level agreements (SLAs) and customer expectations. You will manage the relationship with our clients, act as a bridge between the client and internal teams, and continuously improve service delivery processes. The ideal candidate has a deep understanding of SaaS, exceptional client management skills, and a proactive approach to problem-solving. Key Responsibilities: Client Relationship Management: Act as the primary point of contact for key clients, managing day-to-day communications, and addressing any issues or requests in a timely manner. - Develop strong relationships with customers to understand their business needs, pain points, and how our SaaS solutions can provide value. - Conduct regular service review meetings with clients, addressing service performance and identifying areas for improvement. Service Delivery Oversight: - Ensure delivery of services to clients according to the defined SLAs and KPIs. - Monitor and manage service performance, identifying any potential risks or issues before they impact the client . - Collaborate with internal teams (e.g., Customer Support, DevOps, Product) to resolve issues and optimize the client experience. - Manage and drive resolution of any service escalations or incidents to closure. SLA and KPI Management: - Define, implement, and track SLAs and KPIs to measure the effectiveness of service delivery. - Continuously monitor service performance against KPIs and ensure corrective actions are taken when needed. - Provide regular performance reports to both internal stakeholders and clients. Process Improvement: - Identify opportunities to improve service delivery processes and workflows to increase efficiency and client satisfaction. - Implement best practices in service delivery management, ensuring that processes are scalable and aligned with business growth. - Participate in post-incident reviews and provide actionable insights to prevent future incidents. Client Satisfaction & Retention: - Drive high levels of customer satisfaction by providing exceptional service and support. - Identify opportunities for upselling or cross-selling new features and products that align with customer needs. - Collaborate with sales and customer success teams to ensure seamless handovers and customer retention. - Ensure daily collaboration with engineering and GSOC teams for seamless delivery and integration Qualifications & Experience Education - Bachelor's degree in Business, IT, Computer Science, or a related field. Experience - 5 years of experience in service delivery management, preferably in a SaaS or cloud-based environment. - Strong understanding of SaaS architecture, cloud platforms, and subscription-based models. - Proven track record of managing large enterprise clients and service delivery teams. - Experience with ITIL frameworks or other service management methodologies is a plus. Technical Skills - Proficiency in using service management tools such as Jira, Zendesk, ServiceNow, etc. - Familiarity with monitoring and reporting tools to track KPIs and SLAs. - Ability to understand technical issues and facilitate effective resolution. Classification: Commercial In Confidence Skills & Competencies - Client-Centric Mindset: Strong ability to understand customer needs and ensure alignment of service delivery. - Problem Solving: Proactive in identifying issues and coming up with effective solutions. - Communication: Excellent verbal and written communication skills with both technical and non-technical stakeholders. - Leadership: Ability to lead cross-functional teams to deliver on client expectations. - Project Management: Strong organizational and time management skills to handle multiple projects and deadlines. - Analytical: Data-driven approach to monitor service performance and implement improvements. - Collaboration: Strong interpersonal skills, able to work collaboratively with teams across the business
