Outsourcing Service Delivery Manager jobs

Role Overview

We are looking for an ambitious operational leader to take the helm as our Delivery Team Manager. You will report directly to the Senior Director of Platforms and Technical Services and be accountable for the performance, utilisation, and growth of our Expert Services team.

You will be responsible for building the operational machine that allows our Consultants and Senior Consultants to deliver outstanding work efficiently. This role suits a leader with a background in professional services or agency operations who understands the delicate balance between high-quality delivery, team culture, and commercial profitability.

Key Responsibilities

1. People Leadership & Talent Management:

Full Line Management: Take ownership of the entire employee lifecycle for the delivery team. This includes leading recruitment, onboarding, and offboarding processes.
Performance Culture: Go beyond technical mentorship to drive professional performance. You will conduct regular 1-on-1s, manage formal Performance Development Reviews (PDRs), and define clear career progression paths.
Retention & Development: Identify skills gaps within the team and coordinate training plans to ensure we are constantly upskilling.
Conflict Resolution: Act as the primary mediator for internal team issues and foster a collaborative, high-energy environment.

2. Operational Governance & Resource Management:

Capacity Planning: Own the team schedule. You will work closely with Sales and Leadership to forecast pipeline demand and ensure we have the right resources available at the right time.
Utilisation Management: Monitor and report on key metrics—specifically billable utilisation, project margins, and time-to-value. You are responsible for ensuring the team remains productive and profitable.
Process Standardisation: Refine and enforce "The SaaSy People" delivery methodologies. You will ensure that whether a project process and quality remain consistent.

3. Strategic Delivery & Escalations:

Escalation Point: Serve as the point of escalation for critical client risks or commercial disputes.
Reporting: Provide weekly/monthly/Quarterly reporting to the Senior Director on the health of the delivery portfolio, highlighting risks, wins, and operational bottlenecks.

Required Skills & Experience:

Proven Management Experience: Significant experience leading a delivery or implementation team within a SaaS, Agency, or Professional Services environment. You must have experience hiring and managing performance.
Commercial Fluency: You understand the mechanics of a services business—billable hours, utilisation rates, and scope management are second nature to you.
Operational Discipline: Strong organisational skills with the ability to manage complex resource schedules and conflicting priorities without getting "in the weeds" of technical configuration.
Methodology Expertise: Deep practical knowledge of project management methodologies and the ability to implement them practically in a scaling team.
Excellent Communication: The ability to navigate difficult commercial conversations with clients and sensitive personnel discussions with team members.

Benefits
Remuneration: £50,000 - £55,000 per annum
Quarterly Bonus Scheme: Performance-based incentives
Hybrid Working: Flexible working with 3 days in our Reading or Birmingham offices
Tech Stack: Choice of laptop (MacBook, Dell, etc.)

Perks:

• Team socials and fun activities
• Loyalty recognition scheme
• Access to Perkbox
• Personal development grant
• Volunteer day

Job Type: Full-time

Pay: £50,000.00-£55,000.00 per year

Benefits:

• Company pension
• Flexitime
• Work from home

Application question(s):

• Do you have significant experience leading a delivery or implementation team within a SaaS, Agency, or Professional Services environment?
• Have you got strong organisational and communication skills with the ability to manage complex resource schedules and conflicting priorities without getting "in the weeds" of technical configuration.
• Do you have experience and a deep practical knowledge of project management methodologies and the ability to implement them practically in a scaling team.

Work Location: Hybrid remote in Reading RG1 1AZ