Service Delivery Manager

About the role

Penta Consulting is seeking a Service Delivery Manager to lead the delivery of technology services for its key EMEA clients. The role combines operational oversight of engineering teams with client relationship management to ensure high‑quality, on‑time service delivery.

Key responsibilities

• Oversee end‑to‑end service delivery, ensuring quality, performance and client satisfaction meet organisational standards.
• Maintain strict confidentiality of sensitive company information.
• Manage day‑to‑day operations of engineering teams, fostering high performance and a positive work environment.
• Drive key KPIs such as utilisation and overall service performance.
• Monitor team capacity, delivery forecasts and calendar hygiene to meet client requirements.
• Approve labour, track engineer activity and ensure accurate profile data.
• Collaborate with clients to identify opportunities, resolve blockers and align priorities.
• Lead team processes, handle conflicts and ensure efficient execution of tasks.
• Maintain strong customer relationships and regularly review team impact and accreditation plans.
• Produce weekly reports and keep documentation up to date.
• Foster a positive team atmosphere and actively resolve conflicts.

Required profile

• Proven experience managing engineering or technical service teams.
• Strong understanding of service delivery metrics and KPI management.
• Excellent client‑facing skills with the ability to build and maintain relationships.
• Ability to handle confidential information with discretion.
• Effective conflict resolution and team leadership capabilities.
• Organisational skills to monitor capacity, forecasts and documentation.

Required skills