Customer Delivery Manager (IT Service Delivery)

Location: Reading, Berkshire, United Kingdom. Full-time role with 25% travel.

Company

hirify.global provides technology products and contracted services for business customers.

What you will do

• Lead delivery of high-value and in-scope contracted services across all involved service delivery towers.
• Act as the primary delivery contact for customers and hirify.global delivery organizations, ensuring service targets, service excellence, and cost commitments are met.
• Lead incident, escalation, service request, and SLA management while identifying recurring issues and driving root-cause fixes.
• Review customer demand, supply status, service usage, satisfaction, delivery performance, and operational risks with relevant functions.
• Manage Requests for Change, contract changes, revenue forecasts, expenses, delivery costs, margins, and recovery plans.
• Lead customer value reviews, build account roadmaps, identify growth opportunities, and drive cross-organization optimization and knowledge management.

Requirements

• Bachelor’s or graduate degree in Computer Science, Information Technology, Business Administration, another related discipline, or equivalent work experience or demonstrated competence.
• Typically 4–5 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field.
• Fluent English in written and verbal communication.
• Effective communication, results orientation, learning agility, digital fluency, and customer centricity.
• Strong collaboration, influence, and negotiation skills in cross-functional teams.
• Ability to manage conflict and complex situations and apply business acumen with a results-driven attitude.
• Ability to work in a remote, virtual environment and focus on processes and methodologies.
• Familiarity with service management certifications such as ITIL or Six Sigma, MS Office, reporting tools, data management, and analytics.

Nice to have

• Knowledge of languages other than English.

Culture & Benefits

• Full-time employment in the United Kingdom.
• 25% travel requirement.
• Remote and virtual collaboration environment.
• Equal employment opportunity regardless of protected characteristics.