Job Description As a Service Delivery Manager, you will be responsible for ensuring that our team delivers an exceptional customer experience that will result in increased business engagement and customer satisfaction. Our customers have complex requirements hosted across a variety of different software platforms with health data at its core. This role encompasses some elements of classic ITIL service management whilst leaning more strongly into software/data application management, customer liaison and people management at its heart. This role is best suited to a junior or mid-level service manager seeking to take ownership of one of our key customers, being empowered to make important decisions in our delivery methodology and receiving mentorship through the next stage of their service management career. MAIN RESPONSIBILITIES Manage the service relationship with NEC Registry Customers; Produce accurate monthly and quarterly service reports; Understand the contractual commitments in place with NEC Registry customers and monitor to ensure contracted SLAs are delivered; Main point of contact for NEC Registry Customers and first point of escalation for any issues or complaints; Manage any issues with the services and liaise with internal and external service stakeholders to ensure resolution; Lead a small team of Compliance Officers who ensure customer targets are met; Manage complex software and data releases to our customer products Manage Service Improvement Plans for each service and contribute to central Health SIPs. Attend regular customer and internal meetings; Liaise with development and support teams to schedule, review and approve changes to the service applications; Identify potential opportunities for future business expansion within existing services and customers; Work with members of staff from different teams and build strong working relationships. ESSENTIAL COMPETENCIES & EXPERIENCE A proven record of delivering services to a high standard and meeting associated SLAs; Excellent people/stakeholder management skills Previous experience within a healthcare/software/data driven environment Experience of ITIL Service Management processes; Experience of working directly with customers; Experience of producing detailed and accurate reports and documentation; Experience and involvement in Change Control processes; Strong communication skills; Excellent IT skills including good knowledge of MS Office; Attention to detail