Senior Service Delivery Manager

About us

At TXO, we are transforming technology for a more sustainable future. Our people enable organisations worldwide to optimise and transform technology across its entire lifecycle, helping customers unlock value while reducing environmental impact through circular economy solutions.

Working at TXO means contributing to real-world change. Our global teams support critical infrastructure for customers in more than 140 countries, extending the life of technology, reducing waste and helping organisations operate more sustainably. From engineering and operations to sales, finance, supply chain and corporate functions, every role plays a part in delivering meaningful impact.

We combine global reach with local expertise, creating opportunities to work on complex challenges across technology, commercial, operational and business disciplines. Our culture is built on collaboration, innovation and technical excellence, empowering our people to deliver practical solutions that make a measurable difference.

As we continue to grow globally, backed by TowerBrook Capital Partners' impact strategy, we are committed to building an inclusive environment where our people can develop, thrive and help shape the future of sustainable technology.

Job function

Reporting to Head of Service Management the Senior Service Delivery Manager is responsible for ensuring the effective delivery of high-quality services to our tier one telecommunications customer and internal stakeholders, across Repair & SPMS services. The role focuses on maintaining service standards, managing client relationships, monitoring performance, and driving continuous improvement to ensure customer satisfaction and service excellence.

Metrics

100% compliance with contractual obligations / Achievement of SLA & KPI targets

High customer satisfaction (CSAT/NPS) scores

On-time and within-budget project delivery

Meet Account Revenue / AOP target (% & £)

Meet cost savings target / Improve Labour Pyramid Index (LPI)

Revenue growth: identify and execute new service opportunities with existing clients

Specific responsibilities

Manage a Service Delivery team, taking responsibility for people management, development and engagement.

Use regular service review and other meetings to review customers' current business issues and demands

Analyse the implications for service requirements, identifying opportunities for improvement, or cross-selling

Develop relationships of openness and trust with customers and system integrators to allow a better understanding of their business and a shared understanding of any issues

Pro-actively drive Service Improvement through the development and implementation of Service Development Plans

Pro-actively seek to add value for the company and develop services in addition to existing services

Take personal responsibility for driving major customer incidents/issues through to resolution, working closely with appropriate internal teams and delegating issues where necessary

Understand the customer revenue and contribution, and the factors impacting service profitability

Monitor service and other credits paid, billing disputes, aged debt, service changes requested, etc, to ensure all appropriate charges are raised and actions are taken to reduce late payment by customers and out payments to customers

Proactively update customers on service performance and monitor their satisfaction during service implementation

Measure and monitor service performance, including SLA measures, ensuring service reports are produced and delivered on the timescales agreed with the customer.

Monitor all key performance indicators, including customer satisfaction and perceptions of service, and take action to prevent and address under-performance.

Present service performance information through regular service reviews. Agree priorities and actions to be taken

Develop strong internal networks with, and be an effective virtual team-member of, key internal departments: Sales, Provide, Assure, Finance and Billing

Take a proactive role in the bid management process to develop an understanding of the customer's business issues and service level expectations

Articulate persuasively the TXO Group's Service Proposition and build customer confidence by demonstrating why the company is best placed to be trusted with business-critical networks

Work cohesively with Sales and Account Management as part of the bid management team

Regularly analyse information on performance and client satisfaction data, and develop and implement Service Development Plans as appropriate

Follow all companies Policies and Procedures including but not limited to Quality, Health and Safety, Environment and Information Security.

The role is also expected to perform any reasonable requests which are not defined but in the ability of the individual.

About you

Thrive in a fast-paced, evolving environment - you're comfortable with change and take ownership to drive progress without needing rigid structures or hierarchy.

Bring a challenger mindset - you're always looking for better ways of doing things, driving improvements that deliver real impact for the business and the environment.

Motivated by our mission - you're inspired by TXO's vision to make technology more sustainable and excited to be part of a growing, forward-thinking business shaping the future of the industry.

Telecommunications & Service management knowledge/experience

Managing Client Engagement

Proficiency in vendor and third-party management,

Strong understanding of outsource contract management, business case models, P&L and budget experience

Understand the breadth of products, solutions, and services and the resources that support delivery of the services

Significant experience in service delivery in outsourcing/IT/Consulting

P&L management - cost reduction and revenue management experience

People management skills with the ability to manage employees within diverse/virtual environments

Strong stakeholder management, negotiation, and executive communication skills.

Negotiation and conflict management skills

Strong presentation skills

Qualifications

Educated to degree level or applicable industry experience

Professional certifications such as PMP, ITIL Foundation V4, SAFe Agile

Relevant Professional qualifications (Lean Six Sigma, PMI)

Benefits

Competitive Market Salary, Pension & Life Insurance

25 days holidays (plus bank holidays)

Opportunities for professional development and training

Supportive and collaborative work environment