Job description
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:
- Forge Client Partnerships: Serve as the primary point of contact for Managed Services clients, proactively building strong relationships, managing expectations, and clearly demonstrating the value of our retainers and SLAs.
- Oversee Service Delivery: Apply expertise in service delivery methodologies to coordinate workflows, plan resources, and manage support hierarchies (1st/2nd/3rd line), tracking SLAs/KPIs and forecasting team utilisation for seamless operations.
- Manage Agile Retainers: Lead planning cycles for quarterly sprint activity in agile, retainer-based models, facilitating prioritisation with client Product Owners and Technical Leads to align delivery with strategic objectives.
- Enable Delivery Squads: Manage multidisciplinary delivery squads, ensuring comprehensive client coverage, optimal team utilisation, predictable delivery, and coordinating resource allocation.
- Drive Commercial Growth: Identify cross-sell/upsell opportunities, shape new work proposals and retainers, forecast demand, manage service renewals, and present performance reports.
- Demonstrate Technical Fluency (Non-hands-on): Understand modern web/mobile technology stacks, CI/CD pipelines, hosting environments, and performance metrics, appreciating technical delivery nuances without hands-on coding.
- Apply Agile & Operational Discipline: Effectively apply agile principles within live support contexts, utilising tools like Jira, Jira Service Management (JSM), and Azure DevOps to maintain quality standards and manage escalation paths.
- Navigate Complexity with Resilience: Thrive in fast-paced, ambiguous environments, adeptly managing context-switching and calmly handling client or operational escalations.
What you'll bring
- Proven Experience: In a client-facing delivery or account management role within a digital agency, consultancy, or IT services environment.
- Digital Product Acumen: A strong understanding of digital product delivery, particularly within web and mobile applications.
- Client Management: Demonstrated experience managing multiple client accounts and fostering strong, productive relationships.
- Agile Retainer Expertise: Familiarity and experience with agile, retainer-based delivery models.
- Commercial Mindset: Strong commercial acumen, with a track record of identifying growth opportunities and managing service renewals.
- Technical Context: An appreciation for technical concepts and delivery processes.
- Interpersonal Skills: Excellent communication, negotiation, and interpersonal skills.
- Tool Familiarity: Desirable familiarity with Jira, Confluence, and Azure DevOps.
Recruitment process
The recruitment process you can expect for this role is an initial call with your dedicated Talent Acquisition Partner who will chat with you about Waracle, what you are looking for in a new position, the salary for the role, notice period and benefits (the important stuff!) After that, you’ll be invited to a two-stage interview process where you have an opportunity to find out more about the role and showcase your skills and experience. Your Talent Acquisition Partner will guide you through the whole process to your first day with us.
Our Benefits
We believe in supporting our team, inside and outside of work. Here's a glimpse of what you can expect:
You'll receive 27 days of annual leave, plus 8 bank holidays, totalling 35 days of holiday to unwind and pursue your passions.
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.
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.
We champion hybrid working, providing a home office setup budget to ensure you're comfortable and productive wherever you are.
Invest in yourself with access to Udemy Business and a dedicated learning and development budget for continuous growth.
Make the most of our Cycle to Work Scheme, and enjoy exclusive gym and retail discounts.
Our enhanced parental leave policies include support for fertility journeys, recognising diverse family needs.
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.
Our values
To make the world a better place through impactful software
We take pride in delivering high quality work and seeing the impact it has. We are curious, proactive, and always learning; continuously improving ourselves and our skills. We strive for excellence in everything we do. We see every opportunity as a chance to raise the bar - for Waracle, our clients, and for our own professional growth.
We succeed together: whether we’re leading, supporting or learning. We lead with empathy, working as a unified team to understand and appreciate other people’s perspectives and experiences. This commitment to one another empowers everyone to do their best work and reach their full potential. We build trust, celebrate every contribution, and create a space where everyone has the opportunity to shine.
We have big goals, but we don’t try to do everything. We know there are a limited number of hours in a day, so we make every one of them count. We accomplish this by regularly pausing to assess the potential impact of our work, prioritising what matters most and then acting with purpose.
We are transparent in how we think and act. We seek and share context, give and accept feedback, and communicate openly. We take full ownership of what we deliver as individuals and as a team, and hold ourselves accountable. This openness and accountability gives us the clarity and purpose to deliver at our best.
We love what we do and find the fun in each day, celebrating our shared successes and the satisfaction of doing hard work well. We’re in this together, creating space for connection, laughter, and fun. When we look after our clients and each other, and do work we’re proud of, we go home happy.
Frequently-asked questions
Here are some of the things that people tend to ask about working at Waracle.
Absolutely! At Waracle, we welcome both permanent and contract applicants. Each job posting indicates if it's open to contract applications. We offer a diverse range of projects, both within and outside IR35 regulations, catering to various preferences and expertise levels.
We work on a Hybrid working model and offer flexible working hours. We're spread across 4 vibrant UK offices, but our teamwork isn't confined to those spaces, it's all about collaboration! While using the office is encouraged for our teams to work together, each of us has a home office setup, relishing the freedom of hybrid workstyles. As of now, remote work outside the UK isn't part of our standard practice.
As proud sponsors, we're geared up to provide sponsorship for eligible roles. Be sure to view the specific job listing you're interested in to make sure we are accepting applications for sponsorship. If it doesn't quite fit, consider diving into our talent pool for potential future opportunities!
We always want to hear from talented people, join our talent pool 👇 and we'll contact you when a new opportunity becomes available.
Equal Opportunities
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.
We are not accepting applications from recruitment agencies.
