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Service Delivery Manager


Salary Package: Bonus
Location: Hinckley, England
Consultant: Soraya Simms
Posted: 12/03/2019


Purpose of Position

To support the growth in the business, my client is recruiting a Service Delivery Manager to manage the performance of outsourced service providers who will provide support with the collection of payments of Duties and Taxes from recipients within the United Kingdom.

This role will report into the Head of Credit and Billing.

Key Tasks/Areas of Responsibility

  • Define service level agreements (SLA’s) and performance criteria (KPIs)

  • Manage the performance of the outsourcer and ensure adherence to KPIs through a legally binding contract with the outsourced service provider(s)

  • Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed

  • Produce service performance reports to an agreed schedule or upon request

  • Attend and report on service review meetings covering performance, service improvements, quality and processes.

  • Build and maintain relationships within the outsourced companies

  • Management of the Deferment Account and Payment Escalation Team, ensuring they are supported and developed within their role



  • Experience in managing outsourced service providers

  • Previous line manager experience

  • Budgeting and Cost Analysis skills

  • Advanced Excel skills

  • Excellent time management, decision making, and strong organisation skills

  • Project a positive and professional image and represent the Clients UK brand professionally at all times.

  • Regular international travel should be expected with this role.


Immediate start. This role is initially a 6 month fixed term contract with the view to go permanent.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.