[Hiring] Service Delivery Manager @Infinity Group

Role Description

This role exists to ensure our customers consistently experience the value of working with Infinity - not just through stable services, but through proactive delivery that drives trust, retention, and expansion.

You’ll sit at the centre of the customer relationship, connecting delivery, support, and commercial teams to ensure services perform, issues are resolved fast, and opportunities to improve or grow accounts are not missed.

At its core, this is about turning service delivery into a competitive advantage - where customers stay, expand, and advocate because of how well we deliver.

What you’ll be doing

• Customer ownership & relationship management: Take full ownership of the service relationship for your customers — building trust, managing expectations, and ensuring they see clear, ongoing value.
• Service performance & improvement: Ensure services are delivered consistently to a high standard, using data and insight to identify gaps and drive continuous improvement.
• Incident leadership & accountability: Own critical issues end-to-end — coordinating teams, communicating clearly, and ensuring problems are resolved and learned from.
• Commercial awareness & growth: Spot opportunities to improve, expand, or evolve services based on customer needs — contributing to account growth and long-term value.
• Cross-team alignment: Bring together support, delivery, and sales to create a joined-up customer experience, removing silos and driving shared accountability.
• Operational effectiveness: Ensure the right processes, standards, and ways of working are in place — and actually used — to deliver consistently and efficiently.

The kind of problems you’ll solve

• A key customer is losing confidence due to recurring service issues.
• Support, projects, and account management aren’t aligned — causing a fragmented experience.
• Service performance data exists but isn’t driving action or improvement.
• High-value incidents aren’t being managed with enough visibility or ownership.
• Customers don’t fully understand the value they’re getting from their services.
• Opportunities to grow accounts are missed because insight isn’t surfaced.
• Processes exist but aren’t being followed consistently or effectively.
• Costs are rising without a clear link to improved customer outcomes.

What sets you apart

• You think in terms of outcomes and customer impact, not just process.
• You take ownership — especially when things go wrong.
• You balance customer needs with commercial reality.
• You’re comfortable challenging internally to improve the customer experience.
• You connect the dots across teams, rather than working in silos.
• You use data to drive decisions, not just report on performance.
• You stay calm and decisive under pressure, particularly during incidents.
• You naturally build trust with both customers and internal teams.

Your impact

• On the business: Higher retention, stronger account growth, and more predictable service performance.
• On customers: A clear, consistent experience where services deliver real value — not just uptime.
• On the team: Better alignment, clearer accountability, and a stronger focus on outcomes over activity.

Benefits

• Unlimited annual leave.
• Private healthcare, life assurance, company shares.
• Electric car scheme.
• Flexible / remote working (with access to Tunbridge Wells & Paddington).
• Team and company socials, including Illuminate Awards.