Service Delivery Manager

Waracle are looking for a Service Delivery Manager for an exciting new role joining our world-class digital technology consultancy and home to a diverse, smart, curious and ambitious community of specialists in technology-driven transformation.

We work with ambitious clients to help them solve their biggest business and customer challenges. We help our clients to innovate and create intelligent digital products and services. We thrive on complex challenges and deliver business-critical IT transformation projects, moving seamlessly from strategy, design and delivery to operations.

This is a Hybrid role working from any of our UK offices (Glasgow, Edinburgh, Dundee or London) 2 days a week.

Your Role as a Service Delivery Manager

As a Service Delivery Manager at Waracle, you will be the key interface, ensuring the smooth and efficient delivery of our digital products and services. You will be critical in managing the day-to-day operations and performance of your assigned delivery squad and client accounts. This role is about making every hour count by delivering tangible impact.

We're looking for a motivated and confident individual with excellent communication skills and a passion for client relationships. If you see yourself in the skills below, we strongly encourage you to apply, even if you don't tick every box!

Key aspects of the role include

We strive for excellence in everything we do, seeing every opportunity as a chance to Raise the Bar. You will be supported to achieve your full potential in these key areas:

• Financial and Resource Ownership: Own the budget for allocated client accounts, diligently tracking time and costs, and proactively flagging overrun risks. Track and report on your squad's utilisation to ensure efficiency.
• Client Relationship and Communication: Act as the primary day-to-day contact for client queries and escalations. Work in the open by building client trust with clear, timely updates and managing expectations. Identify potential cross-sell or upsell opportunities.
• Service Delivery and Performance: Independently manage and prioritise the product backlog and facilitate agile ceremonies. Prioritise incoming workload to consistently meet deadlines and SLA metrics. Translate client requests into clear, actionable user stories.
• Risk and Improvement: Act as the initial point of contact for minor client or operational escalations. Contribute to continuous improvement by participating in post-mortems and recommending workflow changes.
• Bringing Others With You: Actively promote positive team morale and collaboration. Lead with empathy and ensure workload is allocated fairly to prevent burnout. Support the onboarding of new squad members.

What you’ll bring to the role

If you are curious, proactive, and committed to continuously improving yourself and your skills, you are already on the right track!

Essential Skills and Experience:

• Proven ability to independently manage and prioritise a product backlog and facilitate agile ceremonies.
• Excellent organisational, presentation, and communication skills.
• Strong attention to detail, especially for accurate financial tracking, reporting, and documentation.
• A flexible attitude and the ability to engage with a wide variety of personality types for effective client and squad management.
• A comfortable, non-hands-on understanding of the product's technology stack and its dependencies.
• Experience in identifying, documenting, and sharing repeatable processes for wider use within a service line.

Our Benefits

We believe in supporting our team, inside and outside of work. Here's a glimpse of what you can expect:

• Rest & Recharge: You'll receive 27 days of annual leave, plus 8 bank holidays, totaling 35 days of holiday to unwind and pursue your passions.
• Financial Future & Security: Plan for retirement with our company-matched 5% pension contribution. For added peace of mind, we also offer a Death in Service benefit, providing 2 x your annual salary for your loved ones.
• Health & Wellness: Our Medicash Health Cash Plans help cover everyday healthcare costs, complemented by an Employee Assistance Programme for confidential support, and Group Sickness Cover for peace of mind.
• Flexible Working: We champion hybrid working, providing a home office setup budget to ensure you're comfortable and productive wherever you are.
• Learning & Development: Invest in yourself with access to Udemy Business and a dedicated learning and development budget for continuous growth.
• Lifestyle Perks: Make the most of our Cycle to Work Scheme, and enjoy exclusive gym and retail discounts.
• Family First: Our enhanced parental leave policies include support for fertility journeys, recognising diverse family needs.
• Community & Connection: We foster a vibrant culture with regular fun meet-ups and lunch on us in the office once a month. You'll also have the opportunity to make a local impact through Spirit of Waracle, our initiative for getting involved in charitable causes locally, building strong team bonds and giving back.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, gender, disability, religion/belief, sexual orientation or age.