Service Delivery Manager- Homebased

Service Delivery Manager (Anaplan Managed Service) We are seeking an experienced Service Delivery Manager (SDM) to join our Anaplan Managed Services team, ensuring high-quality support, continuous improvement, and seamless service delivery for our growing Anaplan customer portfolio across the EMEA region. This role requires a strong mix of stakeholder management, commercial awareness, governance, teamwork and collaboration skills, with a focus on maintaining excellent service levels and driving Anaplan adoption. This is a fantastic opportunity for someone who enjoys building relationships and is passionate in helping customers optimise the value they get from their Anaplan environment. This is not an IT service desk role. It requires close engagement with business stakeholders, consultants, and platform teams to ensure customers realise the full business value of their Anaplan investment through effective adoption, optimisation, and ongoing support. Reports to: Head of Managed Services/Care Location: Hybrid – mixture of remote working and travelling to customer site approx. You will take the lead in ensuring our customers continually realise the full value of their investment in Anaplan and our managed services. Working closely with our Managed Services Consultants, you will proactively seek to understand each customer’s unique needs, driving better adoption of the Anaplan platform while ensuring Bedford’s services remain integral to their success and are well-positioned for renewal. Reporting to our Head of Managed Services/Care, you will take the lead in ensuring our customers are availing of our services. Customer Relationship & Stakeholder Management Act as the primary point of contact between the customer and the managed service team. Quickly establish close relationships with key customer stakeholders, understanding their current service requirements and building out a service plan to support in value realisation and service expansion. Conduct regular service reviews with the customer to discuss performance, improvements, and upcoming requirements. Service Management & Operations Ensure that service delivery aligns with the agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) . Oversee the incident management , problem resolution , and change management processes related to Anaplan support. Financial & Commercial Management Track service consumption against contracts and ensure service delivery remains within agreed budgets. Identify and propose upsell or additional service opportunities . Assist in contract renewals and service scope discussions with customers. Coordinate with the Managed Service support team , ensuring workloads are balanced and high-priority issues are addressed promptly. Maintain service performance reports , highlighting trends, SLAs, and areas for improvement. Provide quarterly or monthly service reports , presenting insights on ticket volumes and themes, response times, lessons learnt, opportunities for improvements. Understand and apply the processes and structures that ensure the smooth running of the Managed Service customer support experience. Minimum 3 Years experience in Service Delivery Management within a Managed Services or SaaS environment, with a proven track record of owning complex customer portfolios and delivering high-impact service outcomes. ✔ Experience managing a portfolio of mid-to-large enterprise customers, ideally across multiple industries, with a focus on SaaS or platform adoption, value realisation, and long-term service delivery success. ✔ Demonstrated ability to build and maintain strong, strategic customer relationships, acting as a trusted advisor to senior stakeholders and driving customer satisfaction, retention, and long-term engagement. ✔ Knowledge of ITIL processes within the service operation and transition layers. ✔ Ability to analyse service performance metrics and drive continuous improvements. ✔ Excellent communication, stakeholder management and governance skills, with experience leading service reviews, handling escalations, and working cross-functionally. Company policy statement