Job Description
The Service Delivery Manager (SDM) is responsible for the successful operational delivery, governance and continuous improvement of recurring customer engagements across Managed Application Services (MAS), Product Administration Services (PAS), Product Monitoring Services (PMS) and other recurring services requiring service delivery management.
Acting as the primary operational customer-facing lead for the managed service, the SDM ensures that services are delivered effectively, performance is transparent, risks and escalations are actively managed, and customers receive a consistent and high-quality service experience.
As Unit4 continues its transformation towards the Success4U delivery model, the SDM plays an important role in helping customers transition from traditional service engagements to scalable, outcome-focused recurring services. Working closely with Customer Success Managers, Account Management and delivery teams, the SDM connects operational service performance with the customer's broader success objectives and identifies opportunities for continuous improvement.
The SDM owns service governance, operational customer relationships, service performance oversight, risk and escalation management, service reviews, consumption and scope awareness, and continuous improvement across an assigned portfolio of customer engagements. The SDM also provides operational insight and evidence to support customer health, retention, expansion and renewal activities, while strategic customer ownership, success planning and commercial ownership remain with the appropriate Customer Success and commercial roles.
Key Responsibilities
Own the operational service relationship for an assigned portfolio of customers, acting as the primary point of contact for service delivery, governance and operational escalations.
Ensure effective delivery of recurring services in line with agreed service scope, SLAs, KPIs and customer commitments, providing clear visibility of performance and areas requiring action.
Lead service governance and operational service reviews, communicating service performance, consumption, risks, escalations, improvement priorities and agreed actions. The broader strategic customer relationship and Success Plan remain with Customer Success.
Monitor service performance, customer satisfaction, consumption, case health and operational customer signals, using data and customer feedback to identify risks and drive continuous improvement.
Identify, manage and escalate service delivery and customer-retention risks, ensuring the appropriate Customer Success, Account Management and delivery stakeholders are engaged where strategic, commercial or renewal action is required.
Collaborate across Delivery, Support, Cloud Operations, Customer Success, Product, Consulting and Account Management to coordinate effective service delivery and support successful customer outcomes.
Maintain oversight of contracted service scope, consumption, service commitments and operational delivery milestones, identifying deviations and risks early and escalating them through the appropriate governance route.
Connect service delivery with customer outcomes, providing operational insight and evidence that supports Customer Success in value, adoption and Success4U conversations.
Identify service needs, gaps and potential growth opportunities through customer interactions and service reviews, sharing these with Customer Success and Account Management for qualification and commercial follow-up.
Maintain accurate service records, governance documentation, risks, actions, consumption information and reporting in the appropriate systems.
Coordinate service delivery across internal teams, ensuring effective handovers, clear ownership, appropriate escalation and alignment between customer priorities and operational delivery.
Support retention and renewal readiness by monitoring service satisfaction and performance, identifying risks early and providing operational evidence to Customer Success and Account Management.
Maintain commercial awareness of the service engagement, including contracted scope, consumption, points redemption and delivery risks, supporting accurate forecasting and margin awareness while commercial approval and contract ownership remain with the designated commercial roles.
Support compliance with contractual commitments, governance requirements and applicable company policies, escalating potential compliance or contractual risks to the appropriate owner.
Drive continuous improvement by using service data, customer feedback, case trends and operational insights to identify and coordinate improvements to recurring services and delivery practices.
Share knowledge, best practices and customer insights across the Recurring Services organisation to improve consistency, scalability and customer experience.