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Service Delivery Manager
At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.
We are currently looking for a passionate and enthusiastic Service Delivery Manager.
We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
The Service Manager is accountable for the operational management of a portfolio of managed service customers, ensuring contractual delivery, effective consumption of annuity expert services, and measurable value realisation through outcome-based services.
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.
We are currently looking for a passionate and enthusiastic Service Delivery Manager.
We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
The Service Manager is accountable for the operational management of a portfolio of managed service customers, ensuring contractual delivery, effective consumption of annuity expert services, and measurable value realisation through outcome-based services.
The role focuses on service governance, consumption management, and outcome delivery, providing clear operational evidence of value and service health to support renewal confidence and revenue growth. This role is within the Operations Team, and closely partners with the Commercial organisation, however remains firmly accountable for delivery, governance, and operational outcomes.
Key objectives include:
- Collaborating across Sabio to ensure exceptional service and future-ready customer outcomes.
- Monitoring SLA performance and delivering clear account health overviews via XLA metrics.
- Providing customers with actionable technology insights and updates on emerging trends.
- Maximising customer entitlements through proactive service utilisation advice.
- Driving Ai Service Transformation
Key Responsibilities
1. Service Governance & Client Oversight
- Act as the primary operational point of contact for assigned customers.
- Lead service reviews and QBRs focused on service performance, outcomes delivered, risks, and forward improvement plans.
- Maintain accurate service health (RAG), ensuring risks are identified early and managed through agreed escalation frameworks.
- Ensure services are delivered in line with contractual commitments, SLAs, and agreed service models.
- KPIs
- SLA / Contractual Compliance (%)
- Service Review Cadence Adherence (%)
- Service Health (RAG) Accuracy
- Escalation Recurrence Rate
2. Expert Services Consumption Management
- Own the planning, tracking, and management of annuity expert service consumption across assigned customers.
- Ensure expert services are consumed in a timely manner across the contract term.
- Identify under-consumption risks early and implement mitigation plans.
- Maintain accurate consumption forecasts and capacity signals.
- KPIs
- Annuity Consumption Rate (%)
- Time-to-First-Consumption (days) (evolves to)
- Consumption Forecast Accuracy (%) (evolves to)
- % Customers with Active Consumption Plans
3. Outcome-Based Value Realisation
- Ensure all expert service consumption is explicitly linked to defined, operational outcomes.
- Track outcomes delivered versus outcomes planned, providing clear evidence of value realised.
- Maintain auditable outcome and value narratives for each customer.
- Use outcome performance to inform service improvement and future engagement planning.
- KPIs
- % Consumption Linked to Defined Outcomes
- Outcome Realisation Rate (%)
- Outcome Coverage Ratio (%)
- Operational Benefit Evidence Rate (%)
4. Service Performance, Catalogue & Continuous Improvement
- Monitor service performance trends across assigned customers and raise CSI actions where required.
- Own the accuracy and relevance of service catalogue entries for assigned services, ensuring definitions and fulfilment models reflect operational reality.
- Drive Knowledge Management practices, including article creation, reuse, and quality review.
- Ensure consistent application of standard service management processes.
- KPIs
- CSI Actions Closed vs Raised
- Service Performance Trend Improvement
- Service Catalogue Accuracy (%)
- Knowledge Article Reuse / Quality Index
5. Incident, Problem & Change Management
- Participate in Major Incident management when required, coordinating high-level stakeholder communications and ensuring ownership of post incident actions.
- Assess and manage service impact of changes affecting assigned customers.
- KPIs
- Major Incident Recurrence Rate
- Problem Resolution Lead Time
6. Vendor, Security & Operational Risk Management
- Provide operational input into third-party and vendor performance, including OLAs, UCs, and service dependencies.
- Coordinate with Information Security and internal teams on security incidents and vulnerability remediation.
- Maintain operational risk visibility for assigned customers and track mitigation actions.
- KPIs
- Vendor Performance Compliance
- Security Remediation Timeliness
- Operational Risks with Active Mitigations (%)
7. Reporting, Insights & Renewal Readiness
- Produce clear, executive-ready service and outcome reporting for customers and internal stakeholders.
- Contribute to BI dashboards and reporting improvements.
- Support renewal readiness by providing accurate service health, consumption, and outcome evidence, without owning commercial negotiation.
- KPIs
- MI Accuracy & Timeliness
- Renewal Readiness Signal Accuracy
- Outcome & Consumption Reporting Coverage (%)
Skills Knowledge and Expertise
What we’re looking for
- Proven experience in IT Service Management, ideally within transformation or complex environment
- Experience managing vendors and service delivery partners
- A proactive mindset with a passion for building processes and driving improvement
- Ability to manage major incidents and coordinate multiple stakeholders under pressure
- Strong knowledge of ITIL frameworks and governance best practices
Skills
- ITSM platforms (ServiceNow, Jira)
- CRM tools (Salesforce, Dynamics)
- Knowledge of Cloud CX platforms (Genesys Cloud, AWS)
- Reporting tools (Power BI, Excel)
- Fluent in English and Dutch. Knowledge of any other European language is a plus.
Qualifications
- Bachelor’s degree in Business, Operations, or Technology.
- Master’s degree desirable
Certifications
Required:
- ITIL v4 Foundation (minimum), ITIL Expert preferred.
Nice to have:
- CX or Customer Success certification (e.g., CCXP)
- Leadership or coaching accreditation (e.g., ILM, CMI)
Benefits
This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.
Benefits may include
Benefits may include
- Pension Scheme
- Remote/Flexible work
- Life insurance
- Private healthcare
Plus many more! (Benefits are dependant on your base location.)
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.
Apply now
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.