Service Delivery Manager Jobs

Capital on Tap

Location:
United Kingdom, Cardiff

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As the Service Delivery Manager - Customer Operations you will be responsible for the smooth running of the day to day operations, ensuring service delivery performance meets agreed targets in real time. You’ll lead a small team to monitor live activity, identify and respond to issues as they arise and work closely with operational teams to maintain service quality, resource alignment and customer satisfaction.

Job Responsibility:

Monitor live operational performance and service levels throughout the day, identifying risks or deviations from planned schedules and taking proactive action to maintain service delivery targets
Coordinate real-time resource adjustments where required, adjusting queues, schedules, and workflows to maintain SLA, occupancy, and response-time targets
Build and refine dashboards and tools such as Looker to give teams visibility of live and historical performance trends
Oversee system health ensuring data accuracy, issue escalations and timely resolution of any operational or technical problems
Act as point of contact for any operational incidents or issues. Coordinate operational responses including the deployment of customer communications, reorganisation of staff rotas and support with any post incident reviews
Provide live performance reporting and insight to senior stakeholders, highlighting any emerging trends, risks and opportunities for improvement

Requirements:

Proven experience in real-time operations service delivery in a fast paced customer focused environment
Strong understanding of capacity planning, intraday management and performance optimisation
Demonstrate ability to interpret live data and performance dashboards to make informed, timely operational decisions
Experience in incident response and service recovery ensures minimal disruption
Proficiency in using CRM, WFM or operational management tools

What we offer:

Private Healthcare including dental and opticians services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
Octopus EV Salary Sacrifice Scheme
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year
Dog Friendly Offices
Free drinks and snacks in our offices

Additional Information:

Job Posted:
December 07, 2025

Work Type:

Hybrid work

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Service Delivery Manager