Global Service Delivery Manager

The Global Service Delivery Manager (GSDM) is responsible for managing Claranet's largest and most strategic customer relationships, ensuring the successful delivery of contracted services across Hosting, Network, Communications, and Security portfolios. You will own the end-to-end customer experience, building strong partnerships, driving service excellence, and ensuring services evolve in line with customer needs and market demands. This is a highly visible, client-facing role requiring strong commercial acumen, governance leadership, and the ability to influence across multiple internal and external stakeholders. Key Responsibilities

• Own strategic customer relationships and act as the primary service delivery lead
• Ensure successful delivery of all contracted services across multiple portfolios
• Lead customer engagement across multiple levels to maximise relationship value
• Chair service governance meetings (weekly, monthly, quarterly)
• Oversee service reporting, ensuring SLA adherence and performance transparency
• Provide insights and recommendations to drive service and commercial improvements
• Identify opportunities for growth and service expansion within accounts
• Lead customer discussions on strategic, operational, and technology challenges
• Maintain ownership of customer P&L and financial performance
• Drive continuous service improvement and manage improvement plans
• Ensure effective escalation management and resolution of complex issues
• Collaborate with internal teams to ensure service delivery alignment
• Evaluate operational impact of changes and projects, mitigating risk
• Maintain overall accountability for customer satisfaction and service stability
  
  Essential:
• Proven experience managing large, complex customer relationships
• Strong background in service delivery within IT or managed services environments
• Experience leading service governance and stakeholder engagement at senior level
• Strong commercial awareness with experience managing P&L
• Experience driving service improvement and operational excellence
• Strong communication, negotiation, and problem-solving skills
• Understanding of cloud, managed services, and enterprise technology environments
• Experience managing end-to-end service delivery and operations
• ITIL Foundation (or equivalent experience)
Desirable:
• Knowledge of project delivery methodologies (Agile, PRINCE2, Waterfall)
• Experience within regulated industries (e.g. financial services)