EMS Service Delivery Manager

The Service Delivery Manager is responsible for the management of day-to-day operations of the Embridge Managed Services (EMS) Team ensuring a professional, efficient and effective service is provided to all EMS customers.

The role includes line management of a designated group of Managed Services team members, providing mentoring and support to help them deliver high-quality consultancy services to Embridge customers. Responsibilities also include monitoring performance against targets, maintaining service quality, and working under the direction of the Head of Customer Success to promote team wellbeing, safe working practices, and the effective management of any personnel or HR-related matters.

This position is responsible for supervising the activities of the assigned team members and ensuring the smooth running of the allocated group, its service delivery, and associated commitments.

The successful candidate will contribute to the continued growth of the Managed Services Team by encouraging the identification of upsell opportunities within the existing customer base. They will also support product development and innovation by providing feedback on customer trends, requirements, and insights gathered through service delivery activities.

• To respond to customers in a timely manner and in accordance with customers SLAs.
• To research and own logged tickets and provide the customer with a solution, work-around or action plan to achieve a utilisation target of 35%.
• To assist colleagues with their tickets and act as an escalation point for customers.
• To ensure consistent and professional delivery of the assigned teams managed service.
• To perform mentoring and coaching for Managed Services Team members.
• To manage, develop, and grow a high-performance team, to achieve exceptional service delivery, meeting defined utilisation and customer satisfaction targets.
• Ensuring the Embridge Managed service offering conforms to the ITIL framework and service delivery best practices and oversee continuous improvement of service delivery.
• Support ongoing business development for the Managed Services team and work with Sales & Marketing with any pre-sales support as required.
• Engaging with Clients from pre-sales through to go-live acting as the point of authority on Managed Services operation and the point of escalation for operational performance.
• Liaise with third party providers and vendors relating to Managed Services.
• Feed into the development of viable new products and solutions that enables Embridge to continue to be competitive.
• Management of existing accounts which enables Embridge to upsell and develop long term relationships with our clients.
• Any other ad hoc tasks as reasonably required by the Head of Customer Success.

Key skills and experience include:

• Have 2-3 years’ experience of delivery support in a multi-client environment.
• Excellent analysis and investigation skills.
• Excellent written and Verbal communication.
• Excellent problem-solving skills.
• In depth Knowledge of multiple UBW Modules or other ERP system.
• Ability to create and deliver presentations.
• Confident leader with an open, collaborative style and a practical, “can-do” approach.

Desirable but not essential:

• To have delivered build work or significant configuration on several modules within an ERP system.
• To be self-sufficient in learning new products and skills.
• Flexible and adaptable to a growing business and its needs.
• An ability to stay calm under pressure and keep to deadlines.
• Ability to lead the introduction of new processes to improve the delivery of our services, to meet appropriate quality standards.

What are we looking for?

• Proven experience leading and developing high-performing service delivery or managed services teams, with a strong focus on mentoring, coaching, and people management.
• A customer-focused professional who can build trusted client relationships, act as an escalation point, and ensure services are delivered in line with agreed SLAs and quality standards.
• Strong operational and organisational skills, with the ability to manage workloads, monitor performance, drive continuous improvement, and maintain service excellence.
• Excellent communication and stakeholder management skills, capable of working effectively with customers, colleagues, third-party vendors, and senior leadership.
• Commercially aware and growth-oriented, with the ability to identify upsell opportunities, support business development activities, and contribute ideas for new products and service enhancements.