Service Delivery Manager

Service Delivery Manager

Location: Bolton / Wigan

Division: Managed Services

Reports to: Service Delivery Director

Are you ready to drive digital transformation and innovation within a dynamic organisation focused on delivering exceptional public services? Do you have a passion for helping clients harness the power of technology to solve complex challenges and improve experiences? If so, we would love to hear from you!

Agilisys is at the forefront of digital transformation and innovation in the public services sector. With over two decades of experience, we have established ourselves as a trusted partner for governments, local authorities, and organisations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data.

• Partnership: we become one team and family with organisations, helping them to navigate change and stay agile.
• Integrity: our people really care, going beyond the brief to make change happen for organisations and citizens.
• Innovation: we bring together the right technologies and services to design solutions that work.
• Passion: we are passionate about public services and improving people’s lives.

Key responsibilities

• Managing the relationship within your accounts.
• Support, lead, and involvement in transitioning new services from projects to Business as Usual (BAU) through liaison with Service Transition teams.
• Ensure effective operating process and procedure documentation is in place and maintained to ensure customer reporting is accurate whilst managing customer expectations.
• Ensure contracted Service Level Agreements (SLAs) are achieved and client expectations are met (or exceeded).
• Build relationships with major clients, supporting the various Agilisys services for growth, whilst ensuring quality and profitability are performed to agreed SLAs.
• Attending or leading client Service Reviews to support the Service Directors covering customer performance, service improvements, quality, and processes.
• Own and drive service consistency within your customers and maintain an overall picture of the services under management for the client and how they interact with that service.
• In conjunction with the Client Director, stimulate & define requirements for additional services as part of an account development strategy. Help ensure that such services are professionally introduced & accepted.
• Own and proactively manage overall customer satisfaction, including the management of 3rd parties and suppliers under Agilisys’ direct control.
• Support the design and implementation of Service Reporting and process improvements to the Managed Services function including adoption of AI (Artificial Intelligence), greater automation, tooling and improved processes and increasing capabilities in technology.
• Support the corporate championing of future digital innovation across customers and services.

Opportunity
This role is an excellent platform for experienced professionals to take their career to the next level. As a Service Delivery Manager, you will have the opportunity to shape the work of a multi-country service delivery function, supporting an advanced and ambitious client. A vital role within Agilisys, you will drive continuous service improvement, ensuring the delivery commitments align with Managed Services contractual obligations.

The ideal candidate will have a proven track‑record in delivering results while adapting to change and uncertainty. Strong stakeholder management skills are essential to being successful in this role.

• Proven experience of service delivery management in large operations and clients.
• Strong understanding of delivery to public sector organisations (highly desirable).
• Demonstrable evidence of capacity to operate and influence complex service delivery; managing and prioritising a high workload and multiple issues and tasks in a changing environment with tight deadlines.
• Experience of, or exposure to, structural change or transformation programmes across departments whilst ensuring contract compliance, monitoring and reporting, and delivering value propositions.
• Skilled at…