Senior Service Delivery Manager – Defence

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Serve as the primary point of contact for external service inquiries and escalations.

• Ensure prompt and high-quality responses to customer inquiries.

• Organize and lead customer meetings, including regular service reviews with key stakeholders.

• Foster and maintain strong relationships throughout the customer base.

• Identify and evaluate customers’ pressures, needs, and challenges to achieve and surpass customer satisfaction.

• Comprehend our customer contractual obligations, including SLAs, and consistently monitor and review performance against these standards.

• Collaborate with finance and delivery teams to ensure accurate billing, minimizing disputes, and ensuring payments align with contract terms.

• Partner with the finance team to create monthly and quarterly financial summaries for customers, detailing actuals and forecasts for program delivery and ongoing service.

• Utilize our support systems to generate regular customer service reports and quality documentation covering SLAs, service performance, incidents, and issues.

• Analyze and present service data to customers through reporting and service reviews.

• Leverage service data and customer feedback to identify trends and areas for improvement.

• Coordinate internally to ensure tasks are completed promptly and meet customer expectations.

• Engage in the incident management process, acting as the liaison between Wifinity and the customer as necessary.

• Manage stakeholder relationships through regular reporting and engagement.

⛳️ Requirements

• Experience in relationship or customer management, stakeholder management, or service delivery within the WiFi sector or an equivalent industry.

• Familiarity with the defense landscape or related adjacent sectors.

• Proven track record of producing high-quality service reports.

• Comfortable providing leadership in a matrix organization across delivery, operations, finance, and sales.

• Strong commercial, contractual, and financial acumen.

• SC clearance or the ability to obtain it.

🏝️ Benefits

• Annual Leave Buy & Sell Scheme

• Remote-first working environment

• Flexible work arrangements