Gentrack Ltd (Global)

Service Delivery Manager

Gentrack Ltd (Global)

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Tech Stack

RPA

About the role

  • Own and manage a portfolio of Managed Services customers, acting as the primary relationship and escalation point
  • Lead Monthly and Quarterly Business Reviews (MBRs/QBRs) for the Managed Service segment
  • Manage customer governance, ensuring reporting is produced accurately and to agreed timescales
  • Communicate and align with key customer stakeholders to ensure service adds measurable value to their businesses
  • Proactively identify opportunities to drive more value from the technology stack, presenting recommendations where appropriate
  • Own customer revenue targets and ensure delivery against budget
  • Drive customer satisfaction metrics across all Managed Service interactions
  • Collaborate with CBE’s & CSM’s to ensure a joined-up customer experience
  • Accountable for forecasting, planning, execution, monitoring, and risk management across the customer portfolio
  • Consistently meet or exceed SLA targets within agreed scope, quality, timeframe, and budget
  • Predict and mitigate risks (quality, timeline, budget) to ensure predictable, high-quality delivery
  • Drive efficiency and automation across team processes, including RPA and engineering-led solutions
  • Serve as a subject matter authority on business systems and processes, leading the team through complex or high-Deliver assigned projects and big rocks within agreed timeframes
  • Ensure customer output targets are met monthly
  • Attract, develop, and retain talent to build and maintain effective teams
  • Ensure all direct reports have clear objectives set in the system
  • Provide regular, timely feedback and conduct meaningful performance conversations
  • Coach individuals to support growth and career progression
  • Promote a culture of continuous improvement in team processes and practices
  • Build collaborative relationships across the business — particularly with Engineering and Customer Success

Requirements

  • Customer-first mindset — You put the customer at the centre of everything you do, building trusted relationships with senior stakeholders and taking ownership of their experience end to end
  • Commercially aware — You understand that great service and revenue growth go hand in hand, and you take personal accountability for hitting customer revenue targets
  • Natural leader — You get energy from developing people. You coach, give honest feedback, and create an environment where your team can thrive and exceed their KPIs
  • Operationally rigorous —You're comfortable owning forecasts, managing risks, and holding yourself and others to delivery commitments
  • Strong communicator — You can adapt your style whether you're in a QBR with a customer's C-suite or giving feedback to a team member, and you know when to escalate and when to resolve
  • Data-driven decision maker — You use data to spot problems early, track performance, and make confident calls rather than waiting for issues to surface
  • Collaborative by nature — You build strong relationships across engineering, customer success, and wider business teams to get things done without friction
  • Ownership mentality — You don't wait to be told. You take initiative, drive priorities on your customer portfolio, and see problems through to resolution.
Benefits
  • Personal growth – in leadership, commercial acumen, and technical excellence.
  • To be part of a global, winning high growth organisation – with a career path to match.
  • A vibrant, culture full of people passionate about transformation and making a difference -with a one team, collaborative ethos.
  • A competitive reward package that truly awards our top talent.
  • A chance to make a true impact on society and the planet.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Managed Servicescustomer governanceSLA managementrisk managementforecastingperformance trackingRPAautomationproject managementdata analysis
Soft Skills
customer-first mindsetleadershipcoachingcommunicationcollaborationownership mentalityoperational rigordata-driven decision makingrelationship buildingcontinuous improvement