Service Delivery Manager

Gentrack • London, CA

16h • Hybrid

About The Position

Gentrack is a publicly listed software company and provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Working with some of the world’s biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what it means to be a utilities business. We are driven by our passion to create positive impact. That is why utilities rely on us to drive innovation, deliver great customer experiences, and secure profits. Together, we are renewing utilities.

Colleagues at Gentrack are one big team, working together to drive efficiency in two of the planet’s most precious resources, energy, and water. We are passionate people who want to drive change through technology and believe in making a difference. Our values drive decisions and how we interact and communicate with customers, partners, shareholders, and each other. Our core values are:
Respect for the planet
Respect for our customers
Respect for each other
We are a team that shares knowledge, asks questions, raises the bar, and are expert advisers. At Gentrack we care about doing honest business that is good for not just customers but families, communities, and the planet. Gentrackers continuously look for a better way and drive quality into everything they do.
This is a truly exciting time to join Gentrack with a clear growth strategy and a world-class leadership team working to fulfil Gentrack’s global aspirations by having the most talented people, an inspiring culture, and a people-centric business.

As the Service Delivery Manager, you will be responsible for a portfolio of Gentrack’s Managed Services customers. You will manage and lead teams of analysts who deliver excellent customer service, to contractual SLAs, on behalf of Gentrack’s Managed Service customers.
You will be an expert in the way Gentrack’s Managed Service customers businesses operate and what drives their success. You will leverage your extensive experience working in the service industry to implement creative business solutions, following industry best practice. You and your teams will work with the rest of the global Managed Services organisation that has teams located in Gentrack’s centres in New Zealand, Australia and India.

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

Responsibilities

• 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
• Assist in preparing commercial proposals, pricing models and costings
• 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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed